3 Service-focused Workflows to Empower Your Support Team [Support Series]

Working in support can be a difficult job. With the fury of inbound calls, emails, live chats and more, a great support specialist needs to balance both timeliness and personalization to provide the best customer experience.

从业务角度来看，为现有客户提供大力支持，甚至潜在客户都可以帮助您的组织获胜并保留更多的业务。

自动化还将帮助您的支持组织通过确定需要响应的门票来创造更个性化的体验。以下三个工作流程是我们建议每个支持组织的工具以更好地支持他们的团队。

Confirmation of Receipt

(Note: This feature is currently in beta. Please reach out to your account manager to request access.)

From the customer’s perspective, submitting a form or live chatting with a representative about their issue can be nerve-racking at times, especially when their case is urgent. Did the submission or chat go through properly? Is someone actively working on it? These are often questions a support rep needs to field that can slow down their work towards a resolution.

Providing multiple touches where you update the customer on the ticket status can help put the customer’s team at ease and will provide more transparency through the case.

To set up a workflow that notifies a customer when their ticket is received:

1.导航到设置>服务>门票。

2. SelectEditnext to支持管道，然后选择Automation标签。

3.在新的列，选择Create workflow。

4. In the sidebar that opens on the right, select发送票通知。

5. Select节省to save this workflow.

Escalating Unanswered Tickets

让我们设置场景：您的票务过程圆形旋翼旋转将票分配给您的一位支持代表。这张票没有得到答复几天，因为该代表装满了其他门票，或者在必要的假期中失业。客户对解决方案或什至对迄今为止取得的进展进行更新的更新感到焦虑，从而创造了糟糕的经历。

Developing a workflow that surfaces and escalates tickets that have gone unanswered in a given timeframe can help your support team identify the longest waiting tickets to prioritize that day. This process will also help surface tickets that need to be reassigned due to workload or out of office, or can help a team manage SLA requirements.

To create this workflow:

1. Navigate toAutomation>Workflows，然后单击Create workflow在页面右上角。确保选择Ticket-basedfor this workflow.
2. For your enrollment triggers, selectTicket然后Create date财产。Set the value to已知。
3. Add an action for a reasonable delay. If your organization provides an SLA for response time, set this first delay to just below that threshold to ensure your support organization can meet it.
4. 添加一个新的工作流程创建一个任务to notify the ticket owner of the required next step. Alternatively, you could create an internal email notification.
5. To ensure only those tickets that are truly unanswered take these actions, click the设置工作流程的选项卡，并设置一个未注册的触发器是时候回答第一代理已知so the ticket is unenrolled as soon as an email reply is logged to the ticket.
   

To expand this workflow, you could add an additional delay, task or email, and set theTicket priorityproperty tomedium或者高的to continue escalating the ticket if it remains unanswered for an extended period of time. Some organizations choose to escalate this ticket to a new owner for review and potential reassignment in case the assigned rep is out of office.

轻推一个无反应的客户以进行更新

作为一个代表的支持,你可能internall评估y based on time to resolution or your organization might track the time it takes to close out a case for forecasting staffing. From the customer’s perspective, they value question resolutions and appreciate proactive outreach.

Creating automation that identifies tickets that have gone unresponsive from the customer’s end will help your support team proactively reach out to the customer for an update, whether it’s reminder that more information is needed, or a final check-in before closing out a ticket. This will help your support team resolve tickets faster and clean up their view to display only the necessary open tickets.

We can set this up with a ticket-based workflow:

1. Start by creating a new workflow, selecting theTicket-based选项
2. 对于注册触发者，选择Ticket过滤类型，然后选择票务状态财产。将此过滤器设置为等待联系人for the appropriate ticket pipeline and click应用过滤器。接下来，单击和添加另一个触发器Last Customer Reply Date is more thanX天前然后单击应用过滤器。
3. 添加创建一个任务或者Send internal email notification向票证所有者接触到客户。
4. Add another action in the workflow of设置属性值。选择Ticketas the property type and choose票务状态，setting it to a value ofWaiting on Us, so the support rep’s ticket board is updated.
   

最后的想法

有关于支持的所有事情，您的组织应始终采用以客户为中心的方法，为客户解决方案，可以帮助您的组织提供卓越的服务。使用这些工作流程并不是全力以赴的服务，但是它们将使您的团队能够确定最需要注意的门票，并提供改善整体客户体验的接触点。