How to handle longer escalated tickets?
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!
Thanks!
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To keep a user updated, you have two options that I can think of, update the ticket manually every x number of days, or update automatically. If you link issue and incident tickets, you can bulk update multiple ticket easily.
You could set a due date and put tickets on hold for a set period of time then have them reopen for an update.
In the end, it is up to you to decide what workflow you want.
Do any of these thoughts help?
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