Hi Zendesk Community!
I am really hoping someone has some suggestions on how we can better manage the below process.
Our customers pay a yearly support contract as well as invoices throughout the year for consulting, customizations, and mass changes. While the majority of our organizations have no issue with this we inevitably have a few orgs throughout the year that don't pay. At a certain point we will put their account on hold and stop supporting them until they have made arrangements to pay their past due invoices.
Currently we go in and suspend all of the users in that org so that they cannot access the Help Center. You must login to access our Help Center. We have found, unfortunately, that this method is prone to human error when unsuspending them and is not very informative for those people trying to submit tickets as they can still email in a ticket. For many of our customers the people choosing not to pay the bill are not the same people that are reaching out for help. So we have people reaching out not knowing that their company is behind on payment and will be denied support assistance.
We are looking to make a number of changes to the way this works but we ran into a few stumbling blocks. We have trigger now set up that will fire based on an org field should someone submit a ticket for an org that is on hold. This trigger will notify the requester that the ticket is on hold for non-payment and that one of our Customer Success Managers will be reaching out to the organization soon to discuss.
The questions we still have open are:
- Is there anything that can be done in Chat to prevent them from using it or getting through to an agent? Ideally we would not want them to be able to use chat, but are open to any idea that works.
- How can we make it very obvious to our agents which orgs (and therefore end users) are on hold and should be redirected to their CSM when they reach out? We communicate this to our team but a visual indicator would make it much more fool proof.
I have to believe that other companies occasionally have the need to put an org on hold so I am hoping that some community members have suggestions on how we can make this a better process. We are open to any and all suggestions people might have. Thank you!!
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