Service reason

Overview

"Service Reason" feature allows administrators to create multiple common customer contact reasons, such as "Return" or "Specification Inquiry," so agents can quickly select and record the corresponding reason when handling customers.

At the same time, these records provide valuable evidence and reference information for managers, improving the efficiency and accuracy of customer service while better understanding customer needs and challenges.

Setup

Before setting up a single service reason item, we need to add the related category first.

For example, categorize reasons like "Return" and "Inventory" under a category named "Product." This clearer organization helps manage service reasons and allows agents to distinguish and select more quickly.

Next, click the reason list below to add or edit:

1. If adding a reason, click the "Add" button and enter the new reason name. If needed, you can also choose to categorize it under a specific category.

2. If editing a reason, find the reason you want to edit, click "Edit" or the related option, and make the appropriate changes, such as changing the reason name or adjusting its category.

Fields	Description
Enable	If not enabled, the item will not appear as a selectable option for agents on the "Service Desk" interface.
Category	The category to which this service reason item belongs.
Name	The display name of this service reason item.
Description	Enter additional note information.
Channel category	When a "Channel Category" is specified, this item will only be displayed when the service source corresponds to that "Channel Category" and the related channel.

Once you complete the modifications, the online agents will automatically apply the new settings within 3 to 5 seconds. If agents do not see changes in a short time, it is recommended to log out and log back in to refresh the cache and ensure the new settings take effect.

Recommendation

Using clear and simple names and avoiding duplicate options is a very effective setup method; it helps agents select the needed reason more quickly, improves work efficiency, and reduces confusion, for example:

1. Use clear and simple names: Ensure service reason names are simple and easy to understand, such as "Return" or "Warranty." Avoid using overly complex or vague names so agents can quickly recognize and reduce wasted time when choosing a service reason.

2. Avoid duplicate options: When setting service reasons, make sure to avoid duplicate options. Duplicate options can cause confusion and unnecessary choices. By carefully reviewing and consolidating, ensure each service reason is unique to avoid distracting agents and repetitive actions.

This setup approach will help you build a clear, intuitive, and efficient list of service reasons, allowing agents to quickly select the appropriate reason, improve work efficiency, and ensure data accuracy.