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!
Hello Community! Quick disclaimer: We are running a contest on Community (The Atlympics!) from July 23rd - August 8th of 2021. If you are interested in participating in this contest (prizes! ...
Connect with like-minded Atlassian users at free events near you!Find an event
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no Community Events near you at the moment.Host an event
You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events