Lisäys asiakkuudesta Groovessa

_pages/tyokalut-workflow.md

@@ -55,6 +55,8 @@ Crisp toimii verkkosivuston livechat-palveluna, johon vastaa ensimmäinen paika

Groove toimii Duden tukikanavana, jonne tulee kaikki apuva@dude.fi -sähköpostiosoitteeseen lähetetyt viestit. Uudet viestit näkyvät automaattisesti hoidettavina tiketteinä, joita kuka tahansa Duden tiimistä voi ottaa hoitaakseen.

Grooveen lisätään aina uusi asiakas tiketin tullessa, jos tietoja ei löydy. Mahdolliset tukiviestit edelleenlähetetään (Forward) omasta sähköpostista Grooveen, jotta asiakas oppii käyttämään tukiasioihin Grooven asiakaspalvelurajapintaa (eli apuva@dude.fi -sähköpostia yhden ukon meilin sijaan).

Groove-tiketteihin pyritään vastaamaan maksimissaan muutaman tunnin varoajalla, mielellään mahdollisimman pian. Asiakaspalvelusta lisää kohdassa 3.5.

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