Sellers using the Zendesk platform will receive notification emails to their designated email address when a ticket is assigned to them and when a MyDeal agent leaves an internal note on a ticket as a reminder to log in and address their tickets. Please log into Zendesk and reply to the customer as soon a possible.
If an initial public reply is not sent by the seller to the customer's enquiry within 2 business days, you will receive an email notification 'First Response Overdue for Ticket' to provide a reminder regarding breaching the SLA agreement.
Customers will also receive an email apologising for the delay and advising that a notification has been sent to the seller to prompt an urgent response.
- Any reply to the reminder email will be sent to the customer, not MyDeal.
- Internal notes may be left on the ticket from MyDeal agents as an additional reminder for you.