Ever been working on a reply for a ticket only to hit send and then find out that whilst you were writing your response to the customer, they (or another agent) had added a further reply?
It can be frustrating can’t it? Especially if you’re asking a question that was answered in the time you took to write your reply.
Well, thanks to the release of KB Support version 1.2.8, this is no longer a concern for you, or your team of agents.
The Real-Time Reply Notifications feature within KBS periodically checks to see if any new replies have been added to the ticket you are currently working on. If a new reply is found, a notification is immediately displayed on the screen allowing the agent to reload all replies and review the content of new replies. All without reloading the entire page. So if you were in the middle of composing a new reply or updating the ticket, your work will not be lost.
Real-Time Notifications in Action
A participant is someone who contributes towards a ticket on behalf of the customer. KB Support allows for an unlimited number of individuals to participate on a single ticket, and in keeping with our unique functionality of enabling guest customers to create and manage tickets, participants can also be guests as well as existing customers.
The Email Support extension for KB Support includes the Anonymous Replies feature. Before we go on, it is important to note that in order to make use of this feature, you must have the participants feature enabled within KB Support.
So what are Anonymous Replies?
Anonymous Replies are replies from addresses that are not recognised for the given ticket.
How do they Work?
Email Support will process replies from any email address that is associated with the identified ticket. That email can belong to the customer who opened the ticket, a member of their company, or a defined ticket participant.
By default, Email Support will reject any email reply that is not associated with the ticket.
With Anonymous Replies enabled however, Email Support will allow any email address to reply to an existing ticket and process the email attaching it to the ticket as a reply. Furthermore, the email address of the sender will be added to the list of participants for the ticket. That address will then be included in any future email communications to the customer regarding the ticket.
How to Enable Anonymous Replies
From the Tickets -> Settings page, click the Email Piping tab. The Anonymous Replies option is listed here. It is disabled by default so simply check the box and click Save Changes to activate the feature. Remember that the participants feature must also be enabled.
This can be a very useful feature, but remember that in enabling it, anyone could potentially reply to any ticket. We therefore recommend you consider this carefully before enabling.
Sometimes a ticket needs input from multiple people in order to provide the assistance being requested, and with the Ticket Participants feature within KB Support, we provide the perfect solution.
Sometimes you know the ID or number of the ticket you need to work on, but finding it in the list of outstanding tickets can be time consuming. Especially, if there are a number of tickets outstanding in your queue.
With KBS, you can enter the post ID, or the number (if using sequential numbering) into the search field on the tickets list page prefixed with the
# character, and if a match is found, it will be displayed for you.
The WooCommerce extension for KB Support integrates your store with KB Support to provide a complete sales and support solution for you and your customers.
The following information will enable you to get up and running in the most optimal way for your website and store.
Don’t you find it annoying when the reply you’ve just received from a customer is added to the ticket but it also includes all previous emails that have been exchanged? Or that content their email client has added is also included?
Well with Email Support and its intelligent content trimming engine, you can choose to have it remove such needless information and just capture the content that was intended for you.