Ticket Workflow

Howdy there @rob_18893, hope you’re making yourself at home here!

While there are multiple ways to move as a next step, what did you have in mind to “engage”? When closing your tickets post 4 days, do you see a disgruntled customer on the other end or do the conversations die off after your team responds?

As quick tip, when using custom statuses you create more options to play around with. Using your automations, you can further your cause by tracking how long a ticket has been waiting (waiting on customer/3rd party statuses) or pending and triggering an action to send an email (to customer/agent/group) on your behalf. Once you resolve/close a ticket as well, you can inform them about the closure while asking for how the service was for the client!

Here are a few articles I thought would be handy to start off:

• Using a Time Trigger automation
• Time Triggers w/ custom statuses

Keep us informed on this thread if we’re helping you! 

We have several automations running to keep customers engaged. We want to keep waiting times for customers as low as possible, and we noticed a lot of answers we send are pretty basic and the same. Try automating these first. It will save you time, and increases engagement. A few examples we built:

We need additional information

• When a ticket is created we send 1 hour after (Time Trigger) an automated response what information we need more
• This automation is based on the categories / type of question someone chooses
• After automation is sent we change the status to “Waiting on Customer”

We haven’t heard from you in a few days

• If a customer hasn’t responded in a few days since ticket has status “Waiting on Customer” we send a reminder.
• If a customer doesn’t responds on that reminder we have another automation running that notifies agents the communication is not happening. So we can decide if we want to proceed or just close the ticket.

These are most standard procedures we have and are easily automated. We stay in touch with the customer, and everything is happening automatically. So we have more time for ‘real’ one-on-one communication and more difficult questions that require some time.

Hope this helps!

Hi @rob_18893, the key here is to get support staff to appreciate that a key metric isn’t closing tickets quickly but helping customers quickly. Your post doesn’t say what the causes of the waiting on customers are but if it’s a lack of information in the ticket then perhaps processes and forms need to ensure more information is captured such that there’s not a need to wait on the customer. Whereas, if it’s simply waiting on confirmation that things are now good, then closing after a certain time is logical.

This blog looks at something similar in an IT support context: https://itsm.tools/service-desk-basics-what-to-do-when-the-end-user-doesnt-respond/

Cheers, Stephen