New Suggested 7/26/2022 by Hector Bas

4

votes

React to reply (thumbs up/like)

Similar to how in Slack or other messaging platforms how you can react to a reply and add a thumbs up or other emote, seems like something that can be used within the ticket page to react to ticket replies. Obviously wouldn't be too wise to have the whole range of emotes for customer-facing replies, but a simple thumbs up would do just fine for most cases. Email notifications could be sent to the sender of the reply about the reaction, but wouldn't be 100% necessary. For me, the use case would be a quick way for a tech to "acknowledge" a reply (i.e. acknowledging when their manager leaves them notes AND/OR a manager leaving a thumbs up for a correct response to a customer). Also opening the ticket should show the reaction on the corner/bottom of the reply and hovering would show who and when. Not sure this has much benefit for the customers sending in the tickets but does have benefits for internal communication amongst the supporting team.


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