Mga ticketing template
Kahit kailangang tumugon ng customer support agents sa maraming uri ng queries, suwerte at di na nila kailangang mag-imbento lagi para sagutin ang karaniwang mga tanong, support requests, o isyu. Puwede na silang gumamit na lang ng ready-made templates para mabasawan ang response times at nang makapagbigay ng consistent na customer service experience. Sa katunayan, ang canned responses, pre-defined answers, at templates ay ilan sa pinaka-kritikal na features ng anumang support ticketing software. Nabibigyan ang agents ng mas maraming oras at bawas sa stress, tulong sa pag-streamline ng kanilang workflow, at mapabilis ang customer support. Nagagawa ng canned messages at templates ang sumusunod:
- Matulungan ang agents na magbigay ng mabilis, nararapat, at saktong sagot;
- Makatipid ng napakaraming oras at effort para sa inyong support team;
- Madagdagan ang confidence, efficiency, at productivity ng agent;
- Mabasawan ang oras ng training ng bagong agent;
- Masigurado ang consistent na brand messaging sa customer communications;
- Mapahusay pa ang quality at customer satisfaction.
Best practices sa paggamit ng canned responses at templates sa inyong support ticketing system
- Isama ang buong organisasyon ninyo sa paggawa at pag-evaluate ng template para makakuha ng constructive feedback mula sa maraming professionals mula sa iba’t ibang department.
- Siguraduhing ang bawat response template ay maingat na na-review bago maging live ito para walang mga mali, typo, o isyu sa grammar.
- Huwag gumamit ng bland, robotic, at sobrang pormal na pananalita – hanapin ang tamang style at tono ng boses para sa inyong audience.
- Subukang mag-test ng iba’t ibang response templates hanggang mataunan ang pinaka-bagay na bagay sa inyong organisasyon.
- Naiinis ang 38% ng consumers sa mga scripted at impersonal na sagot – i-personalize ang templates hangga’t maaari at mag-adjust ng sagot para sumakto sa bawat customer at sa sitwasyon nila.
- Huwag gamitin ang canned replies at templates para lang mapabilis ang support – magpadala lang nito kapag 100% itong relevant at konektado sa customer request.
- Laging magrebisa ng inyong canned messages at templates para masiguradong lagi silang napapanahon at nakakahabol sa paglago ng organisasyon at pabago-bagong pangangailangan ng customer.
12 Karaniwang halimbawa ng ticketing response template
Sa isang set ng ready-made messages, makapagbibigay kayo ng personalized approach habang nababawasan ang bigat ng paggawa ng bawat panibagong response kada inquiry. Pero ang paggawa ng isang library ng epektibong canned responses at templates ay gugulol din ng oras at effort. Narito ang ilang basic support ticketing templates batay sa 12 na karaniwang scenarios. Gamitin sila bilang panimula at iayon sila alinsunod sa inyong customer base.
Pagkilalang natanggap ninyo ang ticket
Hi [NAME],
Thank you for reaching out. This is just a quick note to inform you that we received your message and have already started working on resolving your issue [Ticket ID: (Number) dated (Date)].
If you have any further questions or concerns, please let us know. We are available round-the-clock and always happy to help. Thanks for being a loyal [COMPANY] customer.
Take care,
[YOUR SIGNATURE]
Template sa pag-update sa progreso ng ticket # 1 (Inaayos na namin ang kaso ninyo)
Hi [NAME],
I wanted to update you before the weekend about the status of your [Issue, Ticket ID]. It is currently in progress and is being worked on by our tech support team. We’re prioritizing your request, and I will make sure this issue is resolved as soon as possible.
As a rough estimate, it should be fixed on [ETA]. We’ll keep you updated.
Thanks for your patience!
[YOUR SIGNATURE]
Template sa pag-update sa progreso ng ticket # 2 (Di namin kayo nakalimutan)
Hi [NAME],
It’s been a while since our last update, but we wanted to reassure you we haven’t forgotten about your issue. It’s been a bit more challenging than the average case but our team of tech gurus is committed to resolving it as soon as possible.
Meanwhile, we will keep you posted on any further updates. Thank you for your patience while we work through this.
Regards,
[YOUR SIGNATURE]
Paghingi ng karagdagang impormasyon mula sa customer
Hi [NAME],
Thank you for submitting your ticket [Ticket ID] on [Date]. Could you please give us a little more context? When did this issue begin? Has it been occurring consistently, or does it happen on and off? Have you tried any solutions on your own?
These questions will help us find a more personalized solution to your problem.
Looking forward to hearing from you,
[YOUR SIGNATURE]
Ipinapaalam sa customer na naayos na ang isyu
Hi [NAME],
[AGENT NAME] from [COMPANY] here. Hope you’re doing well!
You’ve reported a problem with [Issue] on [Date]. As promised, I’m circling back to tell you that it has been successfully resolved.
The problem turned out to be more complex than we thought, so it took a little bit longer to get it fixed. But everything should be fine now. Could you confirm that everything is working?
If you have any more questions or come across any other issues, let me know, I’ll be happy to help.
Have a great day,
[YOUR SIGNATURE]
Ticket closure template
Hi [NAME],
Your [Issue, Ticket ID] has been resolved. Thanks for your patience and time, and we hope our customer support was satisfactory.
If there is anything else we can do for you, please don’t hesitate to reply to this email or call us at (number).
Best,
[YOUR SIGNATURE]
Ticket closure dahil sa kawalan ng sagot
Hi [NAME],
I’m reaching out about your case with us regarding [Case topic]. It’s been [Number] days since we’ve heard from you, so I wanted to let you know that we are going to close this ticket.
You can always reopen it or raise a new ticket if you need any further assistance. Thanks for working with us!
Regards,
[YOUR SIGNATURE]
Pag-amin sa pagkakamali sa pag-aayos ng isyu
Hi [NAME],
We’re reaching out with an unfortunate update on your request [Ticket ID] dated [Date]. We admit that there was an error on our part, and we’re really sorry about it. The fact that we (explanation of what was done wrong).
We understand that this is an inconvenience, but we’re currently doing our best to sort this out. We are once again extremely sorry for this incident. I will personally inform you of any further updates.
Thank you for your patience and understanding,
[YOUR SIGNATURE]
Paghingi ng paumanhin para sa isang isyung laganap sa buong kompanya
Hi [NAME],
Thank you for reaching out. Unfortunately, we are experiencing technical issues at the moment. Our tech support team is already on it and the service should be up and running in [ETA].
We’ll let you know as soon as we’re back. Our sincere apologies for the inconvenience this may have caused you. Thanks for being patient while we sort this out.
Regards,
[YOUR SIGNATURE]
Pagtugon sa isang bug report
Hi [NAME],
Thank you for reporting [bug]. There seems to be a glitch in the application. We’ve logged this in our bug tracker, please expect a new version with the fix shortly. Our sincere apologies for any inconvenience this may have caused you.
We appreciate your patience,
[YOUR SIGNATURE]
Follow up template
Hi [NAME],
You have recently contacted us regarding [Issue], which was [Resolved/Closed]. We’re reaching out to make sure that there have been no related issues since. In case you have any updates, please let us know. We’ll be happy to assist you further.
Thanks,
[YOUR SIGNATURE]
Customer service follow up
Hi [NAME],
You’ve recently contacted us about [Issue], which was resolved on [Date]. We would love to hear what you think of our customer service. Please take a moment to review our service by clicking either link below:
Good, I’m satisfied
Bad, I’m unsatisfied
Your feedback is appreciated and will help us improve!
Sincerely,
[YOUR SIGNATURE]
Frequently asked questions
Ano dapat ang hinahanap sa isang ticketing system?
Habang namimili kayo ng ticketing system para sa inyong business, dapat ninyong ikonsidera ang sumusunod na features: Automated ticket distribution, Performance reports, SLAs, Customer portal, Gamification, at Integrations.
Bakit kailangang gumamit ng ticketing templates?
Sa ticketing templates, mas napapabilis ang pagtugon ninyo sa mga ticket. Natutulungan din nito ang agents ninyong manatiling professional.
Ano ang help desk ticket?
Ang help desk ticket ay isang record ng request ng pagtulong. Ang request ay puwedeng nasa porma ng tanong, deskripsiyon ng problema, o request para sa impormasyon.
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