![]() We have FAQs stored (the lightning bolt icon next to the send buttons) which we can add to the email, basically like copy and pasting text, and even links and images. The BEST feature of Keeping is the Knowledge Base. And you don't have to worry about missing a reply to a Closed ticket, since it'll automatically be reopened, and assigned to whoever was last assigned to the ticket! (You can assign multiple agents too I like use this just to easily find / view tickets I'm involved in / need to refer to info from it, even if I'm not the one to respond.) There's also a nice feature to change this status as you send the message (the Keeping logo next to the original send button). Tickets can be marked as Open, Pending, or Closed at any point in time. Replying to the message will respond directly to the customer from the support account, so support reps can stay anonymous (careful with automated signatures - change your settings to easily avoid trouble). Tickets can easily be assigned to different agents, and I can even include notes within it for other agents to view / add to. All incoming emails (to the main selected support email account) are automatically converted into a "ticket". (We also chose the annual payment plan for the 20% off deal they were offering at the time.)Įverything is done right within our existing Gmail accounts, although Keeping has an option to work within their site. ![]() :)Īs a small company the "Plus" subscription is plenty for our needs, as opposed to the also-affordable "Unlimited" plan. Tl dr - Keeping is exactly what we have been searching for to better handle our customer inquiries via support emails, and in a more professional manner.
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