For those of us that are using the transfer of feature suggestions from Zendesk tickets to ProductBoard, there is the question of what to do with the processed ticket in Zendesk.
On the one hand, keeping the ticket open until such time as decisions have been made on the PB side for prioritization, etc. means this ticket can be open for quite a while, with obvious impact on stats.
On the other hand, marking the ticket 'solved', simply because responsibility is now transferred to a different platform/actor means that the customer receives a misleading notification: "I don't see any evidence that my request has been solved, but that is what you are telling me".
Options that I can think of:
- funnel all of these requests through the community. That means work has to be planned to encourage customers to visit the community, which they are currently not yet.
- Use a custom message generated on a condition ('feature' tag, which is also the one that would trigger transfer to PB)
- New ticket status that indicates not 'solved' but 'other appropriate label' for this status (but not 'open').
Is there a practice that has emerged as to the best way to handle this situation?
Please sign in to leave a comment.