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6 tickets · 1 follow-up due
Notifications on a phone; the ticket’s Customer tab lists the same customer’s earlier enquiries.
Why it matters
Notifications and history: the problem it solves.
A new enquiry that nobody notices for a day is a lost sale. And a returning customer treated like a stranger feels it.
HolaReply tells the right person at the right time, and shows the customer’s history before anyone replies.
How it works
Three steps.
Something happens
A new enquiry, a ticket given to you, a note on your ticket, a follow-up due today.
You are told
In the Desk’s bell, as a browser alert if you allow it, and by email for assignments.
You see the whole customer
Their earlier enquiries and chats, matched by email address, beside the ticket.
What’s included
The details.
Grouped, not noisy
Several changes to one ticket become one notification.
Only what concerns you
Your tickets, your follow-ups, and new enquiries.
Switch each part off
Notifications, notification emails and customer history each have their own switch.
Questions
Asked about notifications and history.
Do I need to keep the Desk open?
For the bell, yes; assignments and the morning follow-up list also come by email.
How are customers matched?
By email address only — two people with the same name are never mixed up.