Though customer support agents typically need to respond to a wide variety of queries – luckily, they don’t have to reinvent the wheel for common questions, support requests, or issues. Instead, they can use ready-made templates to cut down on response times and provide a consistent customer service experience. In fact, canned responses, pre-defined answers, and templates are some of the most critical features of any support ticketing software. They give agents more time and less stress, help to streamline their workflow, and speed up customer support. In a nutshell, canned messages and templates can:
With a set of ready-made messages, you can achieve a personalized approach while also reducing the burden of crafting each response from scratch. Creating a library of efficient canned responses and templates, however, takes time and effort. Here are some basic support ticketing templates based on 12 common scenarios. Use them as a starting point and tailor them to suit your customer base.
While selecting a ticketing system for your business, you should consider the following features: Automated ticket distribution, Performance reports, SLAs, Customer portal, Gamification, and Integrations.
Ticketing templates allow you to answer tickets faster. Moreover, they help your agents remain professional.
A help desk ticket is a record of a request for assistance. The request can be in the form of a question, a problem description, or a request for information.
Ready to put your ticketing templates to use?
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