Customer Service

Optional subject for FAQ response

If you use some FAQ article as a template reply to the customer, then you can't keep the original subject of the customer's incoming request. It is always changed to "original subject + the subject of the article from faq". I suggest to remove this functionality (or make it optional), because: 1. It is useless from the point of design and usability (customers usually expect "See more"-like link in the message body, ...more »

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5 votes

Customer Service

linking tickets to FAQs (unidirectional, temporary, hidden)

I suggest to - optionally hide links from tickets to FAQs - or to delete them after a configurable time - or to create a FAQ watch list - or to make unidirectional links possible, Use Case: 1. You work on a ticket and link it to a FAQ, so that you or others don't overlook it. (Usally because of important information to solve the ticket or to remember to update the FAQ. Similiar to the ticket watch list.) 2. Since ...more »

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9 votes

Customer Service

improve FAQ multi language experience

I suggest to improve multi language support in FAQ module in the following way: Having one article, it can appear in different languages just by selecting from a drop-down list of available languages for this particular article. If you want to add an additional language to an existing article, press on a "add language" button for a new window, with option to use one of the existing languages as template for the article. ...more »

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12 votes

Customer Service

use FAQs as Auto Responses

use FAQs as Auto Responses. The Auto Responses are nice, but the FAQs are much better when having a lot of default answers as there are in a callcenter environment. Especially when using the category/subcategory functionality. Searching the right respons is much easier and using the one click "paste" functionality like the Auto Responses will make the FAQ package very powerfull. With the now used AJAX framework in 3.0 ...more »

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