Introducing form submissions on behalf of a client and using agent's name in correspondence
We’ve just rolled out two new features: allowing Trello board members to make internal form submissions on behalf of a client and making configurations to show agent's name in correspondence instead of simply using the word "Agent".
Submit a form on behalf of a client
The agent - Trello board member where Hipporello Service Desk is activated- can now submit forms on behalf of a client from inside their Trello board.
The form response triggers the creation of a unique Trello card and allows agents to start a conversation with the person on behalf of whom the form is submitted. This allows our service desk users to keep records of clients in Trello or send them emails right from Trello.
Showing agent names in correspondence
Another improvement concerns new settings about the use of the word “agent” or directly the name of the agent in correspondence with clients over Trello.
When an agent (a Trello board member where Hipporello Service Desk is activated) responds to a correspondence from inside a Trello card, it wasn’t possible to show the name of the agent.
With the improvement, it’s now possible to configure settings allowing the name of the agent to appear in the correspondence with clients. This allows for more transparency and flexibility.