Has Customer read a ticket?
Has the customer read the ticket? I came from using the HESK ticket system and they had a really nice feature that would show if the customer had read the ticket or not. Since the customer had to login to the ticket system to see an update, it would show if they had logged in since the last ticket message was updated.
This type of feature was real handy to see if the customer was just not checking their email or if they checked it and were dragging their feet on replying.
This is live for beta testers – anyone notice?
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Chris commented
This would be handy although people can click to not send a response too. But have auto read receipt requests sent with each mail OR include an image in the message when they open it, it will then register that it has been opened.
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Ryan (CTO, Pinellas Computers) commented
@Anonymous - I LOVE this idea!
This could be accomplished by adding some in-line active HTML/CSS data into emails, and otherwise by querying if they customer clicked on the ticket link in their customer portal. I think another user mentioned adding a little "eyeball" icon on ticket comments to indicate the customer had read the comment.
LOVE IT!
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Anonymous commented
I realize this one might not be possible since I believe that Repairshopr sends the entire message and can be viewed in email by the customer. In Hesk it would just email the customer and state there is a new message waiting for you in the ticket system.