Every Agent should follow some simple guidelines on how to respond to a customers ticket. This includes greeting and thanking the customer for contacting us. We also want to make sure that we address ALL of their concerns. If there are any questions or information that we need to request, please put the ticket in Status Pending.
Template:
Hello,
Thank you for contacting iConnect Technical Support Team.
Thank you and please let me know if this helps./Please let us know if you have any additional questions or concerns. Thank you for being a valued customer of iconnectpos. We received your ticket and will respond to you within one hour.
Please note:
- If we create a Jira Ticket based on a reported bug etc., please always leave a note with a Link to that Jira Ticket in the internal notes of a Zendesk Ticket.
- If we receive multiple tickets from one customer, we can merge tickets and resolve all of their issues at once. This will help resolve issues sooner, faster.
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