Effective customer relationship management is crucial for providing excellent support. In Supportbench, you can create pop-up notes for specific customer tickets to ensure that important information is always visible when handling a case. This feature helps agents stay informed about customer-specific details, such as instructions to transfer tickets to an account manager.
Pop-up notes ensure that customer-specific information is never overlooked. Some key benefits include:
Improved Communication: Important customer details are immediately visible to agents handling the case.
Increased Efficiency: Reduces back-and-forth inquiries between teams by displaying critical information upfront.
Customizable Alerts: Notes can be configured based on priority, division, and expiration date.
Seamless Ticket Handling: Ensures smooth ticket management by providing immediate instructions when a ticket is opened.
Follow these steps to create a pop-up note for a customer in Supportbench:
Log in to your Supportbench account.
Click on Customers in the main navigation menu.
Use the search bar to locate the specific customer.
Click on the customer's profile to access their details.
Inside the customer's profile, click on the Notes tab.
Click on New Note to create a pop-up note.
You will be presented with several fields to configure your note:
Enter a clear and concise name for the note. This will be the first thing the agent sees.
Example: "Transfer Cody's tickets to his Account Manager"
Select the priority level of the note.
Options: Normal, High, Critical
Example: High
Enter the main content of the note. This is where you include important information about the customer.
Example: "All support tickets for Cody should be escalated to his Account Manager, John Doe, at johndoe@example.com."
Select divisions to ensure that the note only appears for specific teams.
Leave it blank to show the note for all divisions.
Set an expiration date if the note is only relevant for a limited time.
If left blank, the note will remain indefinitely.
Enable the Pop-up an alert option.
This ensures that the note will pop up every time an agent views a case for the customer.
Enable the Pop-up on case open option.
This ensures that the note will appear as soon as the case is opened.
Set the display order of notes.
Notes are displayed in ascending order, with 0 appearing first.
Click Save to finalize and activate the pop-up note.
To test the note:
Open a case for the customer.
Check if the pop-up appears with the configured message.
Ensure the message displays correctly and at the right priority level.
Keep messages concise: Ensure that the message is clear and easy to read.
Use expiration dates wisely: Remove outdated instructions automatically.
Assign relevant divisions: Avoid unnecessary pop-ups for unrelated teams.
Prioritize effectively: Use priority settings to differentiate critical notes.
Adding pop-up notes to customer tickets in Supportbench enhances communication and streamlines case handling. By following the simple steps outlined above, you can ensure that important customer details are always visible when needed. Whether it's an instruction to transfer cases or an alert about a customer's specific needs, pop-up notes make managing support cases more efficient and effective.
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