So as most people already know, there are automatons and triggers that can be set in your account to help ensure that your tickets are well taken care of and in turn your customers/users should be happier. But this isn't always the case.
We used to have our pending tickets set to solve after 4 days of being open. Problem was, we found all too often that some of our users didn't realize that we had already responded to them, and then before they knew it the ticket is solved. We found that too many users would then come back and give us a bad review saying that they had never heard a response back.
That's where the automation feature saved us. We set our accounts to send an email to users after a ticket had been on pending for 3 days. The email said something along the lines of "Hey, we're still waiting to hear back from you. Is this problem resolved? If so, ignore this message and this ticket will close in 24 hours. If not, please respond and let us know and we'll gladly help you out.
After adding this automation to our account we found that users weren't giving as many bad reviews since they were now notified that we were actually waiting to hear back from them. If you haven't already, I highly suggest adding this type of automation. Then sit back and watch your satisfaction statistics continue to rise.