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Topics started by Vignesh Raj

2 Topics

Vignesh Raj
Apprentice
Vignesh RajApprentice
asked in Automations and Workflows

Automate a reply message to the WhatsApp users

Hi, There’s a requirement to automate the reply message to the WhatsApp source ticket users having condition with description as some message. And this reply should be sent on WhatsApp, not to be sent as an email response to the WhatsApp ticket users. This is much much required since we have received so many same kind of requests from different users. It would be highly appreciated if we have a solution or work around for this.

8
AaronParker
Skilled Expert
1 year ago
Vignesh Raj
Apprentice
Vignesh RajApprentice
asked in Automations and Workflows

Need changes in SLA

Hi, Customer would like to reduce the first response time to less than 15 minutes as there's an internal policy where an issue has to be addressed or the ticket to be tagged to a respective Customer Support Agent by helpdesk agent within 5 mins of the ticket having got generated. It would be more helpful to us if you could provide us the solution with regards to the change of minimum first response time in the SLA.

2
a.kislicyn
Contributor
10 months ago

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