Desk support agents are often have to pay immediate attention to a ticket or acknowledge instantly. Organisational standards however must be followed to maintain consistency.
To facilitate quick and easy or generic responses and maintain consistency in replies, and save time, agents can use canned messages, or snippets by just typing the snippet name and clicking ‘tab’. This auto populates the snippet into the ticket and now the private comment.
Snippets enable
- Faster responses
- Consistent customer service
- Reduction in inadvertent errors while typing
- Posting customer or ticket-specific information using placeholders