When a user posts a help request or question via Zendesk to the wrong department e.g. they ask the website team about a match ticket refund, or the match ticket team about a new item of clothing in the store we benefit from all being on Zendesk by being able to share that ticket.
It means that a user can get the answer to their question without having to raise a new ticket to a new department.
However one crucial piece of information is missing: the sender's email address. This is provided by the user when they post their request, but it disappears when a ticket is shared. This means the receiving department can't look up their order without asking again for a piece of information that the user has already provided: their email address.
- It slows down the process by adding an extra message on both sides
- It frustrates users who can't understand why we can't see information they've provided - and these are often already angry users
Can you please ensure email address is shared along with a ticket please.
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