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Declined

Unlimited (internal) agents

Ali Sa'ad Eddeen 2 years ago in New features • updated 2 years ago 3

Hi there,


When we provide support to our customers, customer support agent need to transfer the ticket to testers, developers, projects managers and other employees in the company, the number of these employees may reach 40 or 50 persons, these employees could be contacted for a ticket may be once in a month or two.

Now we use internal email for communication, and this is not a good customer service experience.

I think you should have some type of add-on to your service, this add-on provides unlimited number of (internal) users, internal users are users who can only:

  • add (private) comment for ticket
  • assign a ticket to another (internal) or external agent.

Of course the external paid agent can assign a ticket to an internal or external agent.

What do you think?


Answer

Answer
Declined

If some people work in UserEcho as a part of your team they are support agents. The even might be some contributors or external support agents. If they work with support system they are support agents for UserEcho.

Sorry, we do not plan to separate them more than now.

Answer
Declined

If some people work in UserEcho as a part of your team they are support agents. The even might be some contributors or external support agents. If they work with support system they are support agents for UserEcho.

Sorry, we do not plan to separate them more than now.

As on option your current agent can invite this internal person to selected discussion (Topic actions->Manage collaborators). Then he/she will answer as a regular user.

+1

This could be an acceptable workaround, but I think the Manage collaborators window need some improvement, such as:

  • search by name in addition to search by email.
  • auto complete