Support has told me this is not a bug and I have to post this here.
Your system is not set up correctly, or else you have a lot of agents not following the correct process. I keep having tickets where the agent is sending me a long message as a final reply, and solving the ticket. I get zero notification, which Support tells me is intentional and I will only get a notification if it is set to "pending", and since the agent replied and set to "solved" it's not a bug at all. I'm being told it's 100% intentional and I must post here if I don't want to keep having this happen. I even asked a second agent because I couldn't believe I was seriously being told that solve-ghosting me was intentional and part of the workflow, but no, a second agent confirmed this as well.
This is a horrible support experience. I keep getting ghosted on important issues, only to sign into support.zendesk.com, and find out there's been messages and the ticket was closed out. Then, when I follow up to let you know, to be told that Zendesk doesn't consider "Zendesk closed out a problem ticket with a reply and never notified the customer of the reply or closing" to be a problem. It has happened at least 4 times now to me since you switched to Messaging. I don't want to believe this is an intentional workflow, please, fix this process.
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