#tech-talk
Thread
Hope everyone had a good weekend!
Does anyone recommend a software that can house all of our instructions for how to answer specific customer support ticket scenarios?
Right now, each ticket scenario has a row in a Google Sheet, and the instructions are written out. But many of our ticket types involve "if A happens do B, if C happens D, etc", which is very hard to convey in just written instructions in a Google Sheet.
It would be so helpful to find a software that has a UX more suited to this. We've tried Scribe, but it's still not well suited for "if A happens do B, if C happens D, etc".
Thanks for your advice!
If your customer support ticketing system does not do this, then you should probably look for a better one. Zoho Desk lets you built a knowledge base based on previous ticket resolutions, for example.
Yeah I believe Freshdesk would be able to solve
For D2C, Gorgias is the number one app
I second Freshdesk. Great app!
Thanks all! Sorry for the confusion. We use Gorgias and have all of our macros and Help Center articles set up in there, but we need something beyond that to explain to agents by ticket scenario the steps to take in Shopify, Recharge, etc. and which macro to use. Like a coaching / training software
Something like this?
Thank you! I'll check out Guidde
Also got some promising-looking recs from another Slack group in case this helps anyone in the future: