Environment: JIRA Software, JIRA Service Desk, Insight.
Requirement: to provide templates for standard answers to the Service Desk Agents, in order to cut the time for answering to queries.
Scenario: I have 5 service desks, and I would like to reduce the time to answer to customers, using standard answers.
Example: a customer is dropping an e-mail/SMS, asking details about how to change the payment method.
The Agent is checking which modality is using the customer to pay, where is based, and after that he/she can answer selecting a template:
- Template 1 - EU Customer - To change from Cash to Bank Transfer procedure.
- Template 2 - US Customer - To change from Cash to Bank Transfer procedure.
- Template 3 - Middle East - To change from Cash to Bank Transfer procedure.
The agent wants also to add few words in order to provide a good answer to the customer.
Please, what is your suggestion, which plug-in I could evaluate for that?
Thank you very much!
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