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Closing ticket not clear enough for final customer
Posted Jul 23, 2021
We have several customer complaints who sent a message > receive answer bot request > and close their demand by clicking on "Yes this article answer my demand, Close the ticket".
The thing is, many customers are still waiting for an answer from the customer support. Obviously no answer will be provided because ticket is closed.
In consequence, customers gives a bad review.
So would it be possible to add a sentence explaining that ticket will be solved, and customer will not receive any answer from support ?
It could help a lot.
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2 comments
Official
Jeremy Korman
Hi @... - yes, it's a frustrating experience for customers when they accidentally self-solve and don't realize that they've closed their case.
One thing I'd recommend you consider is creating a follow-up trigger to email the customer and let them know that they've self-solved. You can include something in the e-mail to say "If you didn't mean to close this case, you can reply to this email and we'll be sure to get back to you".
Here are some instructions on how to do this.
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Dorian
Hi Jeremy,
Thank you very much for this recommendation. I just add this trigger on my Zendesk setting. Hope it will help customer and avoid such complaints ! Best.
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