Template For Advising Clients of New Ticketing System / Help Desk

[allanc]

I apologize if this is posted in the wrong forum.

Does anyone have an Email template that I can use & modify to advise my clients of our new ticketing system / help desk?
Thank you in advance.

 

[Markverhyden]

Allan, is this to introduce the service or is this for ticketing notifications. Did you check with Zendesk?

 

[allanc]

Allan, is this to introduce the service or is this for ticketing notifications. Did you check with Zendesk?

This is to introduce to clients with a few pointers on how to use it, links, etc.
I checked with ZenDesk and they did not respond yet.

 

[cypress]

I would be interested in this as well if someone has a template.

 

[rjframe]

I just tell clients to email support@mydomain.com with a quick discussion of the ticketing system ("it helps me stay organized" is often enough) - this is almost always in person. If issues are sent to me, I forward to my support address, CC'd to the client with a "forwarding to ticket system" body text. If they keep emailing me directly, I explain why I want them to use that address (and with some clients, I give up).

If you need a template, perhaps something like (surrounded by a greeting and goodbye):

To provide better customer service, we are now using a new issue tracking system. From now on, for any computer-related problems or issues that need attention, please send an email to support@mydomain.com or call us at xxx-xxx-xxxx. This new system will ensure your issue remains front and center until we have fixed it -- it will never get overlooked in our email inbox or buried by other problems. If you have any questions, reply to this email or give me a call.​

Things to consider:

• If you don't integrate with email, your customers will not use it.
• Keep it short. All they really need to know/remember is to send you an email. A long or formal document will never be read.
• The helpdesk email address needs to be on all your communications with your clients - invoices, quotes, etc. I've recently found it helpful to link my info@ and contact@ addresses to it to, to ensure I don't miss anything. My helpdesk system is my CRM too.

 

[allanc]

I just tell clients to email support@mydomain.com with a quick discussion of the ticketing system ("it helps me stay organized" is often enough) - t

If you need a template, perhaps something like (surrounded by a greeting and goodbye):

Very helpful.
Thank you.

 

[TurricanII]

I have a footer that says "If you reply then please leave the subject line intact as it has your call reference in it."

Never had to explain it. Most people have had an auto reply from a ticketing system before and know the score.