Agent WranglersSUP-3Recommended
Confirm each new ticket with its ID and the answer time
Answer every new ticket at once with an automatic receipt. It gives the ticket ID, the target time for a first answer and where to check for outages.
How to do it
A receipt stops people from writing again in three channels. Take the time from Set a first-response target for each channel, and say when the team is closed. Link the status page from Show each part's state on the status page. Send receipts only to the address that wrote, and never repeat the customer's message back in full. Skip the receipt for auto-replies and bounces, or two robots will mail each other forever.
How to check
Send a test ticket by email and by form. Each gets one receipt within 2 minutes with the ticket ID and the target time. A message with the header Auto-Submitted: auto-replied gets no receipt.
Sources
Related rules
- SUP-18 Set a first-response target for each channel in Customer support
- OPS-73 Show each part's state on the status page from outside checks in Operations and observability
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