I would like to see GetSat have better workflow management features.

  • Idea
  • Updated 2 years ago
  • Under Consideration
So currently when I share a problem or question with my support team, there's no way for another moderator to know if I already "forwarded" that topic to the support team.

This makes is challenging for our community managers to know if the problem is sitting with our support team or in our queues.

There's also no way for me to see how long it's taking the support team to respond once the notification is sent to them through the system. I can only see general response times.

Also, the subject line of the automated email that gets forwarded via the workflow is too generic. Having it say "Sharon wants to know what you think" vs. "Sharon is forwarding at customer who needs your help" is very different.

Does anyone else feel that these are key features that are missing in the moderation tools?

Sharon Taniguchi

  • 1 Post
  • 0 Likes

Posted 2 years ago

  • 3

Roland Tanglao, Champion

  • 74 Posts
  • 30 Likes
+1 on changing the subject line to something more relevant e.g. . "Sharon is forwarding a customer who needs your help about:<title>" e.g.
"Sharon is forwarding a customer who needs your help about:Cannot receive email from Verizon with TB10"

Jenn Lin, GetSat Alumni

  • 529 Posts
  • 19 Likes
Thanks for this feedback! I will make sure it goes to the right person. We are taking a look at the UX in general, and especially for moderator workflows, so this is great timing.