On the Grispi platform, you can use two types of responses when handling customer tickets: Public Reply and Internal Note.
A Public Reply is a message used to contact and inform the customer. It is sent to the customer’s email address and any additional addresses included in CC.
Internal Notes are comments visible only to team members using Grispi. These notes are not shared with the customer and are intended for internal communication.
In Grispi, you can select which groups of users are allowed to respond publicly to customer tickets.
- First, from the Grispi main menu, go to the “Settings” section and click “Company” in the left-side menu.
- Under the “Company” menu, a screen will open where you can edit various settings. On this screen, look for the heading “Public Reply Authorization.”
- In the “Public Reply Authorization” section, you can specify which user groups may respond publicly to tickets. There are two options:
- All Groups: If you select this option, all user groups can reply publicly.
- Selected Groups: If you select this option, only the groups you choose can respond publicly.
- A drop-down menu will appear for Selected Groups. From this menu, you can select the group or groups authorized to respond.
- After making the necessary selections, click the “Save Changes” button in the bottom-right corner of the screen.
By following these steps, you can easily set public-reply permissions on the Grispi platform. This configuration helps you designate the teams that respond to customer tickets and makes your customer-service processes more efficient.
