I'm curious how other customer support teams handle requests that they are unable to complete as it is the client's responsibility.
For example, we don't contact Zendesk to add a new organization or user. But many of our users contact our support team to add locations and users to our application. We direct them back to a key user for that client who can assist. This works most of the time but sometimes the ticket is solved and the person who submitted is not satisfied. So we receive a bad CSAT even though we were more of the intermediary in the exchange.
Any tips on solving these types of out of scope tickets? Do we update our CSAT automation to not send in these types of scenarios? Thanks!
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