Request: The client has reached out to us with a request to update the folder.
Verification/checklist:
- We must ensure that the request has been raised from the registered company domain.
- Check for the name of the folder and the details to be updated.
Procedure:
Agent must log in to the account > Ticket > Ticket Folder > Edit Folder> Select the appropriate options based on the requirements.
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To update the out of office hours template:
- While updating the folder we can make changes to the folder by adding an out-of-office hours template which would be automatically sent as a response for tickets received during non-working hours.
To update the alerts:
- An Internal or customer Email/SMS Alert can also be set when the ticket is created, assigned, resolved, and junked by mapping the templates under “Customer email alert”, “Customer SMS Alert”, “Internal Email Alert” and “Internal SMS Alert” to get notifications.
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- For Internal web notification when the ticket is assigned, resolved or junked you can check the box shown the in the image below:
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- Custom Email/SMS Notification can be sent based on create, assigned, resolved, and junked and you can add multiple email ID’s and phone numbers comma separated in the custom email and the custom phone field.
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To update SLA and Shift:
SLA and Shift time (Link to Shift Doc)can also be configured by setting the SLA and checking the Shift option.
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Procedure to update folders in bulk:
- Folders can be updated in bulk by using the “Upload Folder” option.
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- By using the excel sheet we can update the triggers for the existing folders.
- The field name should be the same as the one which is added in the Kapture CRM.
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- In the triggers sheet, we can add the folder levels and add the template to the mentioned fields using the same name of the template in our system and using client-approved SMS templates.
- In the image below the purpose of each field is shown and the output to be used is mentioned below:
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- The Output keys would be the email/SMS Templates for these fields.
- For the Internal Notification field, the output would be “YES” or “NO”.
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- For Internal Assigned SMS/Email alert the output would be the SMS/Email Template for the Internal assigned email/SMS alert.
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- The SLA and Shift can also be added by using the below fields.
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Action:
- Complete the Verification.
- Follow the mentioned procedure.
- Double-check the mentioned details before making changes.
- Respond to the client using the resolution template below and add relevant sentences based on the resolution provided.
Resolution Template:
Hello xxxxx,
Greetings from Kapture!
We appreciate that you have reached out to us with your request to update the folder.
We have gone ahead and updated the folder accordingly.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
xxx
Related Links :
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