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Helpdesk setup

  • 15 September 2022
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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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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! 

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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?

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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!

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Thank you Ruthie

  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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