What's Cooking in SupportCenter?
Gmail calls it 'Emails for the truly lazy'.
Nope, don't worry we are not starting an email service. We are just introducing Canned Responses feature in SupportCenter Plus. There are innumerous support questions which bog your support team daily. Although, its their primary job to reply to those queries but it's one of the most boring,tough and costly job to provide answers for repeated queries.
Reducing the response time in repeated queries and commonly asked questions will actually reduce the support costs considerably. Canned Responses are the best solution for this problem.
The Canned Responses feature in SupportCenter Pluswill help you to add,manage and share predefined replies. It allows you add different variables like the name, request id , categories and all the other possible variables related to the request.
The responses you create can be made private or public according to your convenience. The public option will allow you to share the canned responses with the other support staff. Canned Responses can be accessed from the request view page and even new canned replies can be made from the same.
Canned Responses provide a personal touch and it helps you to customize your replies in a better way. The main advantages are the reduction of response times and savings in support costs.
That's one of the tasty additions that's being cooked for you by the Chefs in SupportCenter Development Team. Keep looking at this space to know more on What's cooking in SupportCenter Development Team.
best crm software...Good post. I am looking into these issues on my blog....
@ David Thanks for the Comment. The problem you have stated is already in consideration. We should fix it up in one of the upcoming hot fixes. I will update it personally to you when it is fixed. Sylvian
I read with interest the post about canned responses. This does feed back to an earlier post that posted on the forum that preset fields such as names cannot be edited. In the contact the name is Title First LastName. However in an email template this looks strange Hi Mr First LastName, Any plans to help address this, and the problme where text is added below the request when repling? David
@Marcin Thanks for visiting my post and giving your comment. I am totally confined to SupportCenter Plus and its development. I can comment only on it. However I will forward this to ServiceDesk Plus Team, so that they can answer you in a better way. In fact, Account based access to knowledge base may be one of the simple features but it was one of the most appreciated features by some of our clients.
Hi Sylvian, Will this feature also avaialable in ServiceDesk Plus ? I see a lot of good features in SCP what should also find in SDP. For example: Account based access to Knowledge Base. Reagrds, Marcin