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Requests

Support Manager: Tag to quote last response

Evolve Web Hosting shared this idea 10 months ago
Under Consideration

Right now, the only way to quote the last reply in a support ticket is to choose 'quote' for each ticket reply. It would be nice if there was a tag that we could put in the email template to automatically quote what we are replying to. We often forget to quote and the customer gets confused as to what we're replying to.

Comments (6)

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Like this bubble system?

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Not quite. We have clients who say they do not know what we are responding to. They do not login to the portal and they only look at the email messages in their inbox and they say their last response is not quoted in our replies.

Your idea is neat but I'm not sure how needed that is for other users.

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Well Intercom uses that the client reply is in white, mine is in blue.

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You're talking about showing this within the portal, right? I'm concerned about what the customer sees in their inbox.

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It's an email.

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Then that could work. I thought that was only within the portal.

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