Agents can save time and increase their productivity with FocalScope URL Placeholders. URL Placeholders add actionable links in any Standard / Auto Response to a customer, which the customer can use to manage their existing tickets--saving agents the time usually spent closing or reopening customer's tickets. This article details what each URL Placeholder represents as well as how they are embedded into FocalScope Standard / Auto Responses.
Please note: URL Placeholders only work when inserted into Standard Response templates (which are also used by the Auto-Responder) or Signatures. Typing any URL Placeholder into a regular email will not insert the associated information and will only confuse the intended recipient.
Please note: URL Placeholders can only be added when using the FocalScope Thick Client or access your FocalScope instance via Firefox, Internet Explorer 11+, or Google Chrome.
Add a URL Placeholder to a Standard Response as follows:
Figure 1 - %REMOTE CLOSE TICKET URL% URL Placeholder in action
URL Placeholders are useful for:
The following is a detailed list of all URL Placeholders in FocalScope:
Figure 2 - %REMOTE CLOSE TICKET URL% URL Placeholder in action