Please Stop Solving My Tickets Without Telling Me

Answered

10 Comments

  • CJ Johnson

    And to be super clear, Support specifically told me to post this in this location, despite this being extremely specific to the Zendesk Messaging experience and not the product itself. I don't think this is the appropriate place at all. 

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  • Nicole Saunders
    Zendesk Community Manager

    Hi CJ, 

    Our apologies for the confusion here, you're correct that the agent should not have asked you to post this feedback to the community. That is protocol when users have feedback about the product, but NOT when they have feedback about our own support. 

    I'll follow up with the appropriate folks internally to escalate your feedback and get it in front of the right eyes. Thank you for letting us know about the experience you have had, and I am sorry it has been a frustrating one for you. 

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  • CJ Johnson

    This continues to be a problem. I continue to be told by agents that this is intentional, and to submit feedback if I don't want my tickets silently solved out. This is a really terrible experience. 

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  • CJ Johnson

    Nobody ever followed up with me, and this isn't really answered? 

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  • Nicole Saunders
    Zendesk Community Manager

    Oh goodness. I am so sorry, CJ; I was told that someone was following up with you to discuss what's happening with your tickets. I've got a message in to your account owner so that we can get this sorted out. 

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  • CJ Johnson

    This is still happening. I've reported it numerous times and nothing changes. Nobody ever got back to me. 

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  • Brett Bowser
    Zendesk Community Manager
    Hey CJ,

    Sorry to hear this is still happening with your tickets.

    I took a look at your profile and it looks like you have multiple tickets open with us currently. Is there a specific ticket that I can take a look at where it was solved without following up with you? 
     
    Happy to dig into this further to see why this issue is occurring.
     
    Let me know!
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  • CJ Johnson

    Hi Brett,

    Sure, just from last week: 

    #9999624

    Three times on #9964574
    #9684110

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  • CJ Johnson

    The end result of this, unfortunately, is that all that can be done is to continue to be ghosted in this manner indefinitely, and watch for release notes about a fix. 

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  • Kelly Danner
    Zendesk Customer Care

    Hi CJ - I'm sorry that you're still experiencing this. We're actively working on improving our notifications of unread messages, and expect to have really positive improvements out in the next 1 - 2 weeks. I'll check back here when those ship to let you know. You're completely right - having no notification of an unread message, and then an auto solve isn't a positive experience, and we're hyper focused on making that better right now.

    -1

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