Sending Mass Replies to Tickets

Sending Mass Replies to Tickets

In the world of automation, where businesses use every opportunity to reduce manual intervention and get quick, infallible results; customer support teams spending most of their work hours replying to queries can be counter-productive.This can be particularly difficult when a business receives a large volume of tickets. Adhering to the SLA standards can become challenging.

In real-time, there can be various situations when businesses receive queries on a similar topic.
  1. Temporary downtime of an application or service.
  2. Onboarding request for a product
  3. Request for subscription renewals
  4. Request for product brochures
  5. Information on case studies or business use cases from a particular industry.
In all the above scenarios, you are likely to send a similar response to the customers. Instead of replying to their emails individually, agents can send a bulk response. Not only does it save time, it mitigates chances of sharing incorrect information that may occur due to repetitive replies sent for similar enquiries.

Availability 
InfoPermission Required
Users with administrative privilege can enable Mass Reply for other profiles. 
Check Availability and Limits

Setting permission to send mass replies

Mass reply should be enabled for each department. By default, the administrators have the permission to send mass replies. They can enable it for other profiles as required.
Notes
Note: You must enable send email permission before enabling mass reply.
To set permission to send mass reply
  1. Go to Setup > User Management > Profiles.
  2. Select a profile from the list.
  3. Under Tickets Permissions toggle Mass Reply.
    You must enable Send Email to allow Mass replies.

Sending mass replies to tickets

Users who have the permission to send mass reply enabled in their profile can send bulk responses to the tickets. While sending replies, the agents can type the message.
Notes
Note that, mass reply can be sent only to those tickets that are associated with an email address.
Info
Points to remember
  1. Users can send bulk replies to a maximum of 50 tickets at a given point.
  2. If the last response has secondary contacts or CCs then the bulk response will be sent to them as well.
  3. Mass replies can be sent only through emails.
  4. Tickets received through social handles can be sent mass reply only if the most recent conversation has happened through email.
  5. Mass reply cannot be sent to tickets that are created from the following channels - Community, IM channels like Whatsapp, Facebook Messenger, Telegram etc.
  6. The Mass Reply option will not be displayed in All Departments view.
To send mass reply
  1. Go to the Tickets module.
  2. Select the tickets from the list view.
  3. Click Reply [ ] from the top bar.
    The email window will open.
  4. Type the email content and click Send.

Viewing the email status in the mass reply log

Users who have permission to send mass replies can also view the status of their emails in the Mass Reply log. The emails will be categorized under two groups:
  1. Initiated - Emails that are in queue and are yet to be delivered can be viewed here. For each bulk reply, the date and time the email was sent, the agent name, number of tickets to which the reply was sent, and the department to which the tickets belong will be displayed..
  2. Completed - Emails that have been successfully sent to the recipients will be listed here. In addition to the date and time the email was sent, agent name, department and the status, additional details as to the number of recipients that did not receive the email will also be shown. For eg., the below image shows that only 3 out of 7 recipients received the email.
To view mass reply status
  1. Go to Setup > Data Administration > Bulk Action Log > Mass Reply Log.
  2. Click Initiated or Completed tabs.

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