How can I hide (to the customer) the fact that they are a ticket? | Community
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How can I hide (to the customer) the fact that they are a ticket?

  • June 27, 2016
  • 3 replies
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A

Hi,

We just purchased Zendesk and we're using it for both inbound support and for outbound sales emails to customers.  

We currently have it configured so that every time we send an outbound message to a customer, it generates a new ticket.  This is helpful because when they respond it makes it easy for us to efficiently answer any questions, and provides good analytics.  That said, we DO NOT want the customer to feel like they're receiving an automated note, that they have generated a ticket, or that their interaction is at all related to Zendesk.

Is there a way to use Zendesk to power how we respond to the messages, but make a conversation appear like a completely natural thread to the customer like it would if we were using Helpscout for support?

I love using ticketing on the backend to manage customers but exposing any of it to the customer tremendously depersonalizes the experience and significantly weakens the value of our personalized outreach.

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    3 replies

    A
    • Andrea16
    • June 28, 2016

    Edit the outgoing emails ;) 

    Go to your triggers and add tags for certain types of emails you want to avoid receiving a notification for an open request. boom. all done.

    D
    • Diane19
    • June 28, 2016

    Yep...we have a global "do_not_contact" tag / trigger combo where if I add that tag, the customer receives no more emails on that ticket.  I do this when my light agents create a ticket under their own email and I want to make sure even though it's an internal task, it's still directed to the customer's org.  The customer doesn't need to know we're tinkering under the hood!

    We'll also do this to break the "thank you, no thank you" chain if someone isn't going away at the obvious resolve of a ticket.

    Similar to this, we have both regular "support" type tickets and we have task based tickets where we collect media files from our customers to import to their software.  I have different opening responses based upon the customized Ticket Type: support or media.  The media response lets them know it may be a few days before they hear anything concrete, but that we are acknowledging their stuff arrived and is not in the internet black hole somewhere.

    That just gives us an automated way to triage that work too.  :)

    You can have as many of these as you choose based upon tags or you can edit your opening trigger email every so often so those heavy use customers don't see the same redundant message.

    "Happy Tuesday...we'll be along to help you in just a few." ...and whatever else your message should say.  It's upkeep but if your company's brand wants this, then it's available to do.

    J
    • Jessie17
    • July 1, 2016

    Moderators to the rescue! :D

    You should also check out this article by one of our awesome Support Advocates on how to remove all the default formatting from your outgoing email template: Setting up an unformatted email template

    Let us know if you need anything else!

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