Quick responses make our lives easier, because they can sum up a general thought or idea on a topic all at once.  Of course though, as with any good thing, you have to remember to use it in moderation.

When to use a Quick Response

  • For general fact gathering to help the customer
  • To pass along generic notices or updates

When not to use a Quick Response

  • When a customer or client is mad or upset
  • When you need to give a more personalized response
  • For specific troubleshooting steps unique to that person

Better knowledge of when to or when not to use a quick response on your own help desk setup is a good thing to keep in mind.  Some customers, if they pick up on the fact, become very annoyed with it.  So as a general rule of thumb – make sure you use it only for general topics or requests.