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Replies posted by campbellwild

2 Replies

C
Contributor
campbellwildContributor
posted in Archives - Freshdesk

Losing points for polite customers

In addition, difficult or complex tickets may require lots of responses for customers who just keep coming back with more questions.  I think it would be better to allocate 1 point per reply.  That way, if you do a lot of work (say 10 replies on a ticket), you'll earn more points than a simple query that just required one response.

4
R
Apprentice
9 years ago
C
Contributor
campbellwildContributor
posted in Archives - Freshdesk

Losing points for polite customers

The prevent ticket reopening feature should be useful, although I would think there will be cases when it doesn't work, for example, when a user replies to a forced resolved ticket by asking a new question that then needs a valid response, or where the agent is mistaken that their solution resolves the issue.However, I don't agree that agents would deliberately extend conversations just for points, as this inevitably creates more work for the agent, for not much gain.  But even if they do, I think that would be providing a slightly better service than abrupt single responses, and that is probably something that should be encouraged.PS.  Any chance that you could add a link back here into the email sent out when a reply is added to these threads?  It's a pain to have to manually find the thread again.

4
R
Apprentice
9 years ago

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