Foundant Help Centre Ticket System for On-going System wide issues?
It would be nice after chatting with the online support help if it was followed up with an email summary of the discussion, and if necessary, if the issue was not able to be corrected through the discussion, it would be helpful that the discussion summary was also followed by a ticketed number system of the on-going issues.
This has a two fold benefit for Foundant in terms of Client Service:
The client has a copy of the conversation summary, so if the request is something educational, they can refer to it or forward it on to other staff. There is a proof of conversation, if a client misinterprets what a Foundant staff member says, it's in writing what was said.
When there are system wide issues or organizational problems that aren't resolved from the conversation - having a numbered ticket system will allow your clients to refer to the number, and having the customer service staff be able to refer to that "problem" more easily.
Obviously that's an entirely new programming/system, but I feel like it would be helpful to both Foundant and your clients.
Amanda
shared this idea
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Hi Amanda!
My name is Jake Sharp and I help run our Support team. Thanks for your great feedback. I wanted to let you know that we are moving forward with a new support system that will allow for all the things you listed above. We will have more information about this soon, but you can expect this to be available towards the end of the summer!
Looking forward to hearing your feedback on the tool once it is released.
