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Let support close tickets as an FAQ

• Edit

Damien Elmes

30 Sep, 2013 08:47 AM

Users have the ability to select a KB article and automatically close a ticket. Unfortunately some of my users ask a question that is covered in a KB article and don't bother to read the suggestions. As a support rep we can see the KB articles that matched, so it would be great if there was a button next to them that when pressed closed the ticket with a message such as "We believe your question is covered by this article. Please have a look and if you have further questions, feel free to open the ticket.".

1. 1 Posted by Julien on 30 Sep, 2013 04:51 PM

   

   Hey Damien,

   Plans Extra and Ultimo offers "echoes", which is simply canned response. Though it would not include a direct link to the article, you could easily paste in a standard message. Ultimo also provides full access to JavaScript so you could create the behavior yourself in a few lines.

   I can see the benefit of doing that automatically by clicking on the KB though, and I'll make a ticket for it.

   Cheers!

   • Edit

2. 2 Posted by Damien Elmes on 01 Oct, 2013 06:13 AM

   

   Hi Julien,

   Thanks for considering it. Regarding JavaScript on the Ultimo plan, all I can find about it at the moment is this page:

   http://help.tenderapp.com/kb/customization/custom-javascript

   One use I can think for it is to look up data about a customer when their TenderApp email address matches the one in our system. I'd want it to display this information on the discussion page next to the user's top post, but only when a support representative is viewing the page. Does your JavaScript support provide the ability to determine when a support staff is viewing the page? Is there any other documentation I can look at?

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3. 3 Posted by Julien on 01 Oct, 2013 05:18 PM

   

   Hey Damien,

   The way this works is that you have a simple textarea where you can put all the JavaScript you want. You can know if the current user is a supporter using Tender.is_supporter. So you could easily do something like that:

   if on discussion && supporter
       get the author email
       make an ajax call to get info about the user
       add information to the page
   

   For this to be safe however, the service you are calling should only respond if you are already logged in. Probably the safest way would be to use a token that you would add to your user profile in the extras hash, and that would be available on the page. We don't currently expose the current user extras but this could be a good use case (we would only do it for support staff, we don't want users to know that they are qualified as premium, etc..). You can also get the current user through a JSON call, but that makes one more call.

   You also have a few alternatives way to get that information:

   • We always show the current version of the extras hash of a user on the discussion page. So if you update it to add whatever information you are interested in about the user, it will always be present for you. That would require a one time big update for all users and then a push each time the user is modified on your side to keep things up to date. The one drawback of this method is that this only covers regular users (who have a profile), not anonymous ones.

   • Use a Tampermonkey script. This would be the same as adding custom JavaScript, except you are the only one having that script, and it's injected by the browser rather than by us. This gives you a little more freedom, and doesn't require you to change plans.

   If you can setup a place I can call with an email address and that returns JSON, I can make you a POC. Ultimo offers more than just custom JavaScript, and I find activity filters in particular to be invaluable, but in the end it's really up to you, and whatever you choose, I'll be happy to assist you.

   Cheers!

   • Edit

4. 4 Posted by Damien Elmes on 01 Oct, 2013 10:16 PM

   

   Hi Julien,

   Thanks for the detailed reply. I was aware of tools like Tampermonkey, but
   it hadn't occurred to me to use them in this case. After a bit of hacking
   around I have useful information about the user included in the original
   post, and also managed to implement the shortcut for closing tickets that
   originally prompted this ticket, so I'm a happy camper.

   I am interested in the activity filters and beta users of the Ultimo plan,
   but still find it a bit hard to justify an extra $90/mo for them at the
   moment, and have resorted to asking my part time assistant to close old
   tickets from time to time and using a google group for beta testing
   instead. I imagine if ticket volumes increase in the future, the value
   proposition will increase and make it an easier decision.

   Cheers,
   Damien

   • Edit

5. 5 Posted by Julien on 01 Oct, 2013 10:39 PM

   

   Glad to hear that :)

   Just so you know, you can use CMD+Enter to submit the comment and CMD+Shift+Enter to submit and close.

   Cheers!

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6. 6 Posted by Damien Elmes on 02 Oct, 2013 03:58 PM

   

   I wasn't aware of that - thanks!

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7. Julien closed this discussion on 02 Oct, 2013 04:47 PM.