Do not email complete problem description
It should not be required to email our customer the problem description when creating a ticket. For us, we use a lot of short and we have absolutely no intentions of making a formal message to the customer when describing the problems. In fact, this feild should be for techs eyes only.
Dean Ingraham
shared this idea
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Dean Ingraham
commented
No offense, but while this may be a good feature for some, its incredibly bad for others. The option to turn on and off email for this should be a part of the program and I cannot imagine that it would be that hard to impliment.
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Louiss
commented
I feel this is not a features.
You can choose to reply short message, or else like our company use shortcut for this process, customer have amazing experience and will see how professional we are. -
Dean Ingraham
commented
In the very least, this should be optional, not mandatory.
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Dean Ingraham
commented
Why would you want to send the customer an email that says
Possible virus. Popups. BSOD. Slow. Pictures are most important to the customer.
????
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AdminRajesh Agarwal
(Admin, RepairShopr)
commented
I don't understand why this is a feature request, either example can be emailed to the customer and serve as a receipt that you have checked in their item.
We don't make you type a long-form email.
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Dean Ingraham
commented
I just wanted to throw out an example of the top of my head.
Example 1: How it should be done
Possible virus. Popups. BSOD. Slow. Pictures are most important to the customer.
Example 2: Convoluted, unnecesarry and takes way too long while checking customer.
Dear Customer,
We are sorry to hear that you are having issues with your computer. From your description, it sounds like you have a virus. This virus appears to be causing your computer to be slow with popus and have erratic behavior. The virus also may be the cause of your computer crashing in the form of a Blue Screen of Death or (BSOD). That said, BSOD's can also be caused by hardware failure that can often times mick software issues like viruses. Rest assured, we will take every percaution possible to save your pictures and any other important data you have on your computer. We will also do our best to find the root cause of your issues and get back with you as quickly as possible.
Honestly, this method is absolutely redicules. The description field should be for techs eyes only. Why would you want your techs to read through a letter, just to get the necesarry information about the computer? More importantly, why would you want to write a formal note or email to the customer while checking them in? This is incredibly difficult to do, especially when you have several customers in line waiting to check in or check out their computer. Not only that, it takes up an unnecessary amount of time that actually costs me more money in labor.
While I like many features of Reparshopr, it needs to be streamlined a lot more.