Tip Of the Week
Did you know that you can help your CSRs save time by combining Ticket Actions in the Service Desk? A Combination Action is a custom Ticket Action that combines two default Ticket Actions into one so that your CSRs can perform both Actions simultaneously by clicking one button on a Ticket. Combination Actions help your CSRs work on Tickets more efficiently and help to increase your team's performance when measuring your KPI's through Parature Premium Reporting.
Combination Actions can be created when submitting new Tickets; the following Actions can be combined to make a Combination Action:
- Submit & Grab
- Submit & Assign to CSR
- Submit & Assign to Queue
- Submit & Solve
To create a Combination Action, submit a change request to Parature Support. Once your request has gone through, you can create Combination Actions using the Ticket Workflow Editor.
How do I make my service desk more accessible and deliver a better mobile Customer service experience?
To learn more about using your mobile Service Desk, read our response here!
Do you have any best practice questions like the one below? Rate and submit feedback to the response article below if you have your own questions that you would like to submit. Check back every Friday to see if your question made it to our Dear Parature post!
Parature Feature Spotlight
As your Customers become more mobile and more able to access their information anywhere from any device, it becomes more and more important for your CSRs to be able to respond at any time, using the same great mobile technology that your Customers use. The Parature Mobile Service Desk helps you do just that, providing all of the great features of the Parature Customer Service Suite to all of your CSRs out-of-the-box - your CSRs can simply navigate to your Service Desk on their mobile devices and have an optimized experience for both Tablet and Mobile Phone browsers.
With the latest version update, the Mobile Service Desk adds Ticket Attachment functionality when editing or creating Tickets on mobile devices! This powerful feature allows CSRs not only to attach files and images the way they normally would on the Service Desk, but also to provide files and screenshots that are tailored to your organization's mobile experience. For example, CSRs could take screenshots directly from their phone to help Customers navigate or use your mobile website or Mobile Support Portal (be sure to talk to your Customer Success Manager to find out how you can optimize your Mobile Portal), or attach a software update package for your organization's mobile app.
To learn about attaching files and how to use all of the great features of the Mobile Service Desk, check out our Knowledgebase!