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Helpdesk setup

Frank.Martinez
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I am working in the Manage Content tab under Helpdesk. I am could not find an answer on the Private Response field. Does this go into yotpo for the internal teams or does this go directly to the customer. I think Public is pretty self explanatory and goes a a response on our website? 

 

 

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Best answer by Ruthie Berber 7 October 2022, 16:37

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You're never too busy to do what you should be doing.

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Ruthie Berber
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Hi Frank, I think you’re definitely right about the public response and I would assume private would go directly to your customer but I’m checking internally to get you the best answer! 

Ruthie from Yotpo
Frank.Martinez
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Hi Frank, I think you’re definitely right about the public response and I would assume private would go directly to your customer but I’m checking internally to get you the best answer! 

 

Any updates?

You're never too busy to do what you should be doing.
Ruthie Berber
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Hi Frank, I am so sorry -- I was sure I had responded. Yes, I can confirm it goes directly to the customer’s inbox and not to the widget or to Yotpo. For more info about all things related to Helpdesk, I would check out these two support articles:

  1. https://support.yotpo.com/en/article/help-desk-integration-user-guide-for-reviews
  2. https://support.yotpo.com/en/article/commenting-on-reviews-and-answering-questions-using-email

Again, my apologies for not confirming this sooner!

Ruthie from Yotpo
Frank.Martinez
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Thank you Ruthie

You're never too busy to do what you should be doing.
M
  1. Communication Channels. Set up the communication channels your customers may use to contact your support team: 
  2. Basic Settings and Workflow. Build contact form with additional fields; 
  3. Tickets Management. 
  4. Automations. 
  5. Team Management. 
  6. Advanced Settings. 
  7. Preparing for Launch.

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