Creating tickets on customers behalf
Hello Tenderizers
We'd like to start creating tickets on behalf of our customers when we receive calls via our Phone Support line that requires one. Not sure what the best method of doing this is...
We tried logging out and creating a ticket with that users Email address, however if it already exists in tender it says "Sorry, no can do". We tried creating a ticket as the support-staff member and adding them as a watcher, but then the ticket doesn't pop-up in the list of new issues and is hard to locate.
Any suggestions for creating tickets for customers so they receive them properly?
Best regards,
Mike Rochon
Head of Support
Shopify
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1 Posted by mike on 27 May, 2010 07:32 PM
So it looks like the original method we tried kinda worked. It did give us an error that an account was already in that name, but then it popped up and we were able to "Claim" it for the account in question. Maybe this will be the way we need to do it, unless you have another method.
Mike
2 Posted by Will on 27 May, 2010 08:22 PM
Hey Mike. Actually we have a way to do this.
On a new discussions form, you can create a new discussion and add a watcher, so the user is part of that discussion. It will be created under your support staffs name but send to the user to respond to and receive updates to.
It looks like you all are running on an old version of the custom css though, so this feature is not in view. We sent out notifications to Tender with a link about that a few months back, it linked to https://help.tenderapp.com/discussions/customization-news-updates/1...
3 Posted by mike on 29 May, 2010 03:44 PM
Ok great, thanks!
4 Posted by Will on 30 May, 2010 02:21 AM
No problem. Let me know if you have any further questions about that.
Will closed this discussion on 30 May, 2010 02:21 AM.