Closing ticket not clear enough for final customer


  • Official comment
    Jeremy Korman
    Zendesk Product Marketing

    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.

  • Dorian BESSE

    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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