An automated message saying we will call you shortly, will be sent to the customer if the ticket was unread more than 15 minutes
Sometimes when there is heavy workload and the customers are angry if we're calling after more than 15-30 minutes from ticket creation time. my suggestion is to send an automated reply with "we will call you back shortly" so the customers will feel that their problem is being mitigated and we did not forgot them.
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Oved Ben Yossef
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