Meet Edison - the eFulfillment Service BOT.......
In the next few days, when you create a Zendesk ticket to report an issue or ask a question, you will see that our Answer Bot (cleverly named Edison) will appear, and give you the option of trying to answer your question first.
WE have been busy “beefing up” our database articles to be more user-friendly, easier to find, and complete with detailed instructions and screenshots.
You can check that by typing in your question and determining if a FAQ article comes up from our database. If nothing satisfies your inquiry, you will be given the option of moving on and creating your support ticket as you normally would.
As you know, there are two (2) ways to submit a support ticket. You can click on the “Create a Support Ticket” link in the Quick Links box on your Client Dashboard page, or you can send a direct email to firstname.lastname@example.org.
If you use the first example, the web form submission from your dashboard, you will see this on your screen:
If a FAQ article comes up and answers your question, you can let the BOT know and he will close out your ticket for you.
If you create a support ticket via the Zendesk ticket system email address – email@example.com – you will see this response:
We anticipate Edison’s debut in the next few days! If you have any suggestions for an FAQ article you might like to see added – please let us know. We want to hear from you!
If you have any questions, now, or when that occurs – please reach out to Customer Service via the Zendesk ticket system.
~Linda Sorna, Client Care Manager