Tickets & Conversations

Matas
メンバー

Customer keeps replying to same email

解決

Hello,

 

I have a problem with tickets open time. For example:

Matas_0-1708682135968.png

 

Sometimes clients ask different questions in different time period but they do not write a new email. They just replies in last conversation with different question. 

This behaviour is critical for service reports. How should I handle this? Or am I wrong talking about statistics?

 

Thanks!

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karstenkoehler
解決策
殿堂入り | Solutions Partner
殿堂入り | Solutions Partner

Customer keeps replying to same email

解決

Hi @Matas,

 

There is no way to automatically detect or prevent this, unfortunately, at least not in a sufficiently consistent manner.

 

Here are your options:

  • Ask (and over time train) your contacts to start new email threads OR
  • Manually create a new ticket, associate the latest email to the new ticket, then create a new email thread to avoid further confusion from the new ticket

Best regards!

Karsten Köhler
HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer

Beratungstermin mit Karsten vereinbaren

 

Did my post help answer your query? Help the community by marking it as a solution.

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2件の返信
karstenkoehler
解決策
殿堂入り | Solutions Partner
殿堂入り | Solutions Partner

Customer keeps replying to same email

解決

Hi @Matas,

 

There is no way to automatically detect or prevent this, unfortunately, at least not in a sufficiently consistent manner.

 

Here are your options:

  • Ask (and over time train) your contacts to start new email threads OR
  • Manually create a new ticket, associate the latest email to the new ticket, then create a new email thread to avoid further confusion from the new ticket

Best regards!

Karsten Köhler
HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer

Beratungstermin mit Karsten vereinbaren

 

Did my post help answer your query? Help the community by marking it as a solution.

0 いいね!
Matas
メンバー

Customer keeps replying to same email

解決

Hello, Karsten,

 

Thank you for light speed answer 😄 understood the situation. Thanks;)

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