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Feature request: give customers ability to solve their tickets by following a link in emails to them
Posted Jul 04, 2024
Feature Request Summary:
Making it easier for the end-user to mark their tickets as solved without a need to open Help Center would benefit customer support team in getting more accurate statistics.
Description/Use Cases:
In our company, we use email as a main channel for communication with our customers. It happens pretty often when the last comment from an agent resolves a customer's issue, but we expect a customer to confirm that, and they don't come back with feedback, thus the ticket is left for a while in Pending status. It will be marked as solved by an automation, but while it's within Pending status, it increases Ticket Resolution time metric.
We presume that if a customer had a link right in their email by following which they could mark the ticket as Solved, we would get more tickets moving to Solved status earlier.
Business impact of limitation or missing feature:
This would be a neat feature that would help us to calculate Ticket resolution time more accurately.
8
5 comments
Aaron Doane
This is an awesome suggestion. +1!
2
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
1
Sean Newton
Hi folks. Thanks for being customers and for the suggestion and feedback. It's an interesting use case and it's something we will take into consideration.
2
Sascha Korinth
+1
This is a very good feature request. Our customers also tend to spend little or no time in the help centre/request area. I think this would save many companies a lot of work if it were possible.
1
Scott Tynan
+1 this would be great.
0