Closing Call - Optional Notes/Dropdown option
Original Post September 2006 - Told in next release!!!
http://forums.adventnet.com/viewtopic.php?t=19517
I have a query for the wishlist which I believe would be very beneficial for everyone.
When you close a call, could we have a dropdown box with user definable options that tell you the reason of the closed call.
For example if a customer resolves his own issue, and requires no further help from us choose close, and you get a dropdown (the same as level etc), where you could choose customer resolved.
As a part of this popup box you also get a notes box so that when the call is closed you can put your own notes in.
The main purpose of this is that when someone logs a call by email and it gets escalated to a point when it's too involved to be dealt with over email you could resolve the issue over the phone and there is a void left in the support system as it just becomes closed after the last email you received. I know that you can add Discussion notes but this doesn't get logged in sequence in the conversations window.
It would then be nice that when you close the call that any additional close notes or closed reason (from the dropdown) gets provided as additional entries to the Closed template that gets sent to the customer.
This would then show as an email in the system within conversations as been sent out by the system and this would have the closure reason and notes on, no more void!
Cheers
Rich
http://forums.adventnet.com/viewtopic.php?t=19517
I have a query for the wishlist which I believe would be very beneficial for everyone.
When you close a call, could we have a dropdown box with user definable options that tell you the reason of the closed call.
For example if a customer resolves his own issue, and requires no further help from us choose close, and you get a dropdown (the same as level etc), where you could choose customer resolved.
As a part of this popup box you also get a notes box so that when the call is closed you can put your own notes in.
The main purpose of this is that when someone logs a call by email and it gets escalated to a point when it's too involved to be dealt with over email you could resolve the issue over the phone and there is a void left in the support system as it just becomes closed after the last email you received. I know that you can add Discussion notes but this doesn't get logged in sequence in the conversations window.
It would then be nice that when you close the call that any additional close notes or closed reason (from the dropdown) gets provided as additional entries to the Closed template that gets sent to the customer.
This would then show as an email in the system within conversations as been sent out by the system and this would have the closure reason and notes on, no more void!
Cheers
Rich