We use our Zendesk instance for supporting our customers as well as our internal employees. As an agent who handles a lot of customer requests, I typically do not submit tickets relating to actual issues. As many of you do, I receive a lot of the automated emails notifying me that a ticket has been updated. These are not paid much attention since we enforce living inside of Zendesk and using different views as being the driving force for our work flows.
The issue I came across is that when I submit a ticket and another group responds to me asking me to provide additional information, they put the ticket on pending and then for me as the requester it kinda gets lost. Yeah I received an email with the agent asking me the question, but it looks like the other hundred emails I receive notifying me of an update to one of my tickets.
How do other people handle this? Should I make a view of my requested tickets pending a response? The other thought I had was to somehow change the email notification in these instances so that they stand out more and it makes me feel like I am a customer and I need to respond.
Any ideas would be greatly appreciated.
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