Configuring Customer Care Settings
Configuring Customer Care Settings
Customize your Customer Care workflow by setting up automated ticket creation rules and assigning specific roles to your team members.
Updated over 2 weeks agoMohammad Shebli Table of contents
How to Access:
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Go to the Customer Care dashboard.
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Click the Settings icon in the top right corner (or navigate to Settings > Customer Care from the main menu).
Go to the Customer Care dashboard.
Click the Settings icon in the top right corner (or navigate to Settings > Customer Care from the main menu).
Agents Tab
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What it shows: Your user role configuration for handling tickets.
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Additional details: Use the toggles to define exactly which users in your organization can be Assignees (those responsible for resolving tickets) and Reporters (those submitting or flagging tickets). A user can have both roles.
What it shows: Your user role configuration for handling tickets.
Additional details: Use the toggles to define exactly which users in your organization can be Assignees (those responsible for resolving tickets) and Reporters (those submitting or flagging tickets). A user can have both roles.
Global & Location Settings
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What it shows: The rules dictating when tickets are automatically created.
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Additional details:
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Auto Creation Rules: Set thresholds to automatically create tickets based on star ratings (e.g., trigger a ticket for all 1 and 2-star Google reviews).
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Auto-close inactivity: Define how many days a ticket can sit inactive before the system automatically closes it.
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Location specific rules: You can apply global rules across all locations, or use the Location Settings tab to create custom rules for specific brands, regions, or individual stores.
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What it shows: The rules dictating when tickets are automatically created.
Additional details:
-
Auto Creation Rules: Set thresholds to automatically create tickets based on star ratings (e.g., trigger a ticket for all 1 and 2-star Google reviews).
Auto Creation Rules: Set thresholds to automatically create tickets based on star ratings (e.g., trigger a ticket for all 1 and 2-star Google reviews).
-
Auto-close inactivity: Define how many days a ticket can sit inactive before the system automatically closes it.
Auto-close inactivity: Define how many days a ticket can sit inactive before the system automatically closes it.
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Location specific rules: You can apply global rules across all locations, or use the Location Settings tab to create custom rules for specific brands, regions, or individual stores.
Location specific rules: You can apply global rules across all locations, or use the Location Settings tab to create custom rules for specific brands, regions, or individual stores.
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