Notes for Offline Messages and Helpdesk Tickets

Customer service is a team effort. This is especially true when your live chat software supports offline messaging. Handling offline messages and helpdesk tickets efficiently is a top priority for customer support teams, and we’re here to make the process as easy as possible. In order to keep your offline workflow as streamlined as your online chat sessions, we’ve added a useful new tool in the agent panel. It’s called, simply, Notes.

Add Notes to HelpDesk Tickets and Offline Messages

What are notes in ClickDesk?

When a customer sends your business an offline message, it becomes a ticket in ClickDesk. Notes are messages attached to tickets. They show up in a ticket’s timeline, just like emails and chats exchanged with a customer.

Where can I find notes?

To add or read notes attached to tickets and offline messages, login to the ClickDesk agent panel and select “Help Desk” in the menu bar. You’ll then see an “Add Notes” option on both New and Open tickets. You can also view past notes on Closed tickets.

What are notes good for?

Many things! Sometimes an agent needs to make a note about a ticket, or a discussion needs to happen among your support staff, before a follow-up email can be sent to a customer, a chat can be initiated, or a ticket can be closed. That’s what notes are for.

You can add a note to a ticket without closing it, or add a note and close a ticket at the same time with the “Add note & Mark it solved” button.
ClickDesk Notes on Offline Messages and HelpDesk Tickets

In the latter case, two notes are added: a note indicating that the ticket as been marked as solved (along with which agent closed it and when it was closed), and a note with the Notes content you provided when closing the ticket:

 

Notes on Closed Tickets

 

Want to add more notes to a ticket that was already closed? Just re-open the ticket by re-assigning (transferring) it to yourself, then open it up and add your note.

Designed to help small businesses provide world-class customer service, our live chat tool is a great way to stay in touch with your customers 24/7, even when you’re offline. Visitors just enter their contact details and send you a message. Not only is this , but it’s also a great way to build your email marketing lists for increased sales and conversions!

We hope you make the most out of the new Notes feature. And, as always, please don’t hesitate to get in touch with any ideas for enhancements or tweaks.

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