Tickets Tickets -> Submission -> Option to have IRS as a second step

[NC Software]

The suggestion "Instant Response System" I think is often overlooked as it may not be in the best placement. We get a lot of questions where if the user would just read the IRS suggestions, it would save us time in responding.

My suggestion is to make the IRS list of suggested KB articles the second step in the submission process so people MUST scan the list, if it doesn't answer their question, they click next and proceed with inquiring with us.

Suggested flow:

1) Select Department
2) Fill out a summary of the problem
3) View the IRS suggestions
4) Provide their name, info, additional details (custom fields) and submit

[limbo]

Yep - that's a good idea. It is how GoDaddy.com and I think RightNow.com do it.

If you have a good KB, it should help reduce tickets.

[richm]

I'm with you. I think it's off the page half the time. It would be good if they had to review. The only place this might not be good (that I can think of ATM) is in a new support desk where the KB is sparse. (Might tick off the users to not find the answers)

Rich

[Jamie Edwards]

I am half for and half against this idea. With eSupport V2, I was always concerned that customers take the "IRS Step" to be the final step.

[NC Software]

Originally Posted by rixm

I'm with you. I think it's off the page half the time. It would be good if they had to review. The only place this might not be good (that I can think of ATM) is in a new support desk where the KB is sparse. (Might tick off the users to not find the answers)

Rich

If the system didn't find any IRS hits, it should bypass the IRS page and auto-forward to step 3.

Originally Posted by Jamie Edwards

I am half for and half against this idea. With eSupport V2, I was always concerned that customers take the "IRS Step" to be the final step.

With a properly designed interface, this is a non-issue.

[KPotter]

I'm for this too -- at least make it an option!

[craigbrass]

It should be an option.

As Jamie said, I would not like to have it enabled on my helpdesks as users think their ticket has been submitted and then end up phoning you and complaining that nobody has responded to them.

[PeteV]

I have seen this exact same scenario where the GUI actually displays the steps that need to be / have been taken (for example, highlight the current step):

[from Neal]
1) Select Department
2) Fill out a summary of the problem
3) View the IRS suggestions
4) Provide their name, info, additional details (custom fields) and submit

As long as the User knows what to expect, this should not be a problem.

[craigbrass]

Regardless of this, I would not like to see this as anything more than an optional option.