We are about to launch the 2nd beta of JV-HelpDesk Pro 2.4 version today. But before that, here is a new and exciting feature that we would like to share about with you - Canned Responses or Blurbs as we call it in JV-HelpDesk. Read more to know about Canned Responses, usage, it's features in JV-HelpDesk with screenshots.
What are Canned Responses?
Canned responses are pre-populated help desk messages that allow staff or customer support agents to respond quickly to customer issues. A catalog of canned responses can increase a customer success team's efficiency, allowing them to provide more resolutions to more customers, quickly and efficiently. Canned responses are extremely useful for your business if you often find yourself sending the same replies to different customers. This will improve productivity and free your team for taking up more important conversations.
Canned Responses in JV-HelpDesk
We are introducing Canned Responses (or as we call Blurbs) in JV-HelpDesk Pro 2.4 version. With this feature, staff members can pre-compose and save Blurbs that can be inserted into any ticket reply. You can also add tags pre-defined like customer name, your name, ticket id, ticket created date, ticket title, ticket priority, ticket url, ticket category etc... while creating a blurb, and they will be dynamically replaced with their respective values when the blurb is inserted into the reply. Blurbs can be created in front-end by staff and in backend by administrators. All available blurbs can be seen in front-end by the staff members in "Manage Blurbs" section in "View Tickets" screen.
Categories and Time Based Blurbs
Blurb can be associated with specific categories or with all categories. This allows the option to use specific blurbs for tickets in specific categories. For example, you can create specific blurbs for Sales category while you can have another set of blurbs for Technical Support category.
Additionally, blurbs can be limited by time!. Yes, you can set an expiry date for a blurb beyond which the blurb becomes inactive and will not be available for inserting to a reply. This is useful when you are creating a canned response for issues for which you have a fix with deadline till when you want to use the blurb.
Blurbs are typically owned by the staff member who created it, and are not visible to other staff members. This means that only those blurbs that are created by that staff member are available to him/her for adding to the ticket reply.
Having said that, those created in back-end by administrators will be available to all staff members in frontend for adding to replies. These are called Shared Blurbs. Shared blurbs will be available for reference in a separate tab in frontend Manage Blurbs screen. Shared Blurbs are useful when you want to provide your staff members with standard set of blurbs for their use, but want to restrict them from editing those blurbs.
One other feature in Blurbs is the ability to search for specific blurbs. This feature is available both in front-end and back-end. Pls see image below:
We hope you like this new feature in JV-HelpDesk Pro. While we consider this to be a very powerful tool in making your staff members more efficient, we would like to caution you against using excessive blurbs. There's a time and place for blurbs, but sometimes you should really type a personalized response that's unique to the situation, especially in situations where your product or service really fell short.
Once you've set up your blurbs, the work is far from over. Make sure you periodically review the responses and how customers react. You'll likely discover responses that aren't drawing the ideal response, or responses that can be sub-categorized and improved.