Matt Strietzel

Hi Nicole,

Our use of Zendesk Support may be a bit unorthodox, particularly in comparison to a retail company or something. We manage communication regarding subscription account management through Zendesk, and it is often useful/necessary to reference agreed upon parameters of a user's subscription when answering a support question. We are also often answering complex regulatory questions that a user may bring up again after a ticket is closed, sometimes several months later. Additionally, if a user comes back disputing something, it would be nice to provide our past comments and communication for proof and/or context.

I think I understand the storage space issue; however, it just seems that, given how I (an agent) can already look at associated closed/archived tickets and comments in Zendesk, that Zendesk could maybe have a feature that enables agents to load past comments from associated tickets.

This issue doesn't come up terribly often, maybe once a month. The work around I've been using is taking screen captures of public comments from the relevant archived tickets. I think whether or not our company would be willing to pay for an additional feature would depend on price and/or if the feature is included in one of the higher tiered Zendesk Support plans, such as Enterprise or something.

Thanks,

Matt

 

Hello,

It would be a useful feature to be able to reopen closed and/or archived tickets to follow up on an issue. This would enable an agent to reference previous comments more easily, much like in a normal email exchange.

The current "Create follow-up" option does not provide any context to the end-user regarding previous conversations.

Thanks you,

Matthew Strietzel