SMS ticket updates - simplify
The method of contact for a customer is likely to be the same throughout the ticket duration, would it be easier if all tickets comments were sent by sms if sms was enabled and email if not. Alternatively if there was a preferred communication option (email or sms), seems really complicated at the moment in that you need to enable sms, select dont email, insert the sms message and then insert text into the email body. If their was a radio button or drop down that gave an option for sms or email.
chris
shared this idea
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Phil Barnfield
commented
Has anyone looked into simplifying this process yet?
If we have a customer who wishes to receive SMS only, we have to fill in the "body" else it won't send. So we waste a line of notes saying "response" or something, and then fill in SMS as normal.
Really logical to simplify the notification process. Two/three tickboxes at time of booking in job. Notify by Phone / Email / SMS - ticking all that apply. At which point the updates we post will go the relevant direction. Long messages could be automatically truncated (like Twitter) to advise them to check email. "Hi Mr Smith, just to let you know you're laptop is ready to collect. We replaced the... (to read more login online or check emails). PC Clinic"
Any advise going forward here @Troy ?
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Phil Barnfield
commented
as a new user I would agree here.
Simply choose default comms method and then this is what is used throughout where applicable.
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Tim Nyberg
commented
agreed. We shouldn't have to enter text in two places to send sms either. Great feature but it needs some polish.