Support Tickets? Should we update them?

tactx · December 2018

Just curious, what is the proper protocol for support tickets? I've heard that it'll automatically get closed if you don't update it. Not sure if that's true though. So after it gets transferred to the correct department, should we be updating them once every 24 hours to keep it active or how does it work? Maybe @ZOS_GinaBruno can give some advice? I want to keep it active, but also don't want to update if it it's not necessary and is annoying to the support team.

Thanks!

Elsonso · December 2018

My advice...

Just reply to or update the ticket every couple of days with a simple non-confrontational query about status. Tickets that are marked as "Closed" are not really closed. When they really close the ticket, I doubt you will be able to update it at all.

If you have an email from the "special department" reply to that every couple of days asking if they have had any progress.

Just a simple query. Ask if they need any more information. Keep it short. Don't get angry, or sarcastic, or emotional. They won't reply until they have something to say, so just keep it up every couple days.

This is just to let them know you are still there. Otherwise, they assume you are no longer interested and take others before you.

Danikat · December 2018

You don't need to send them a message every 24 hours.

If you get a reply and it doesn't completely fix the problem (whether that's because they asked for more information, asked you to try something and report back or misunderstood or whatever else) you need to respond, once, to update it. The content of that update will depend on the ticket and what they say - for example if they ask for more information you should either provide it or let them know when you'll be able to. Then you wait for another reply.

And of course once it has been fixed you don't need to reply, you can either let them know it worked and they'll close it or just stop replying and it'll be closed automatically.

Dr3sden · December 2018

Step 1
Reply to bot post, " Yes my issue is a real issue could you pass along issue to human.

Step 2

Play rngess game and hope you got a nice agent from third party company". Tell them your issue.

Step 3

Repeat step 2 in a few emails or less if lucky while asking how issue is progressing.

Step 4

Is issue resloved? Then move on to step 5. If not come to forums and tag anyone you can think of in rant about costumer service.

Step 5
Fill out survey and move on with life.

Step 6
You are really grateful then post a good rant on forums about service.