Hello All! I'm looking for some recommendations or tips on handling longer, escalated tickets. Right now, we currently use JIRA and are trying to find a way to keep the customer updated on some tickets that may run longer to resolve. Right now, it's a manual process where each ticket that has been escalated that may take some additional time, we'll let the client know that a fix is in progress. However, as we continue to grow we do not feel like this is a scalable solution. I was curious to see what other Zendesk users may be using or doing in similar use cases.
Let me know!
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