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Automation issue

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Joyce

Data ultimo post: 27 mar 2025

Dear zendesk team,

 

I am writing to provide feedback regarding the "Automatic reminder for pending tickets getting no reply within 3 days" feature. I noticed that while this feature is intended to ensure that customers are not left without a response, there seems to be an issue with the implementation.

Specifically, I observed that the email content designed to inform customers that we are not intentionally closing their tickets to avoid complaints does not appear to be sending out as expected. This could potentially lead to misunderstandings and further dissatisfaction among our customers.

 

Could you please look into this matter and verify if the email is being sent correctly? If there are any issues, it would be beneficial to address them promptly to ensure that our customers are kept informed and that their concerns are handled appropriately.

Thank you for your attention to this matter. I look forward to your response and any updates on this issue.

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    Shawna James

    Community Product Feedback Specialist

    Hey Joyce,
     
    Thank you for taking the time to provide us with your feedback. I have created a support ticket on your behalf to help you resolve this issue, our customer care team is better equipped to help answer technical questions specific to your account. For future reference, this forum is a great place to provide product feedback and suggestion for improvements. If you have technical questions specific to your account, you can always create a support ticket in order to get help faster. More information can be found here. Thank you for being a Zendesk customer and for sharing your feedback with us!

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