Please Stop Solving My Tickets Without Telling MeAnswered
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.
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.
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.
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.
Nobody ever followed up with me, and this isn't really answered?
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.
This is still happening. I've reported it numerous times and nothing changes. Nobody ever got back to me.
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!
Sure, just from last week:
Three times on #9964574
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.
This is an ongoing issue still today. :( I continue to watch the release notes and hope that this gets fixed.
Just got ghosted again. This is a really crummy support experience and it doesn't really give me confidence when Zendesk isn't capable of using Zendesk.
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.
Please sign in to leave a comment.