TITLE: Suspended ticket notification
I would like for ZenDesk to have the option for submitters of new tickets, or responses to existing tickets, where their communication ends up being suspended, to receive a notification of the suspension. Currently we have a high suspension rate as many submissions are being flagged as automated email responses when they are happening externally outside of the portal. Unless we have someone manually watching the suspended queue regularly, we fail to see these suspensions and submitters are under the impression that we are ignoring them.
What problem do you see this solving? (1-2 sentences)
Overhead needed to monitor suspended tickets view: submitters could be automatically notified that they need to resubmit their communication through the portal (the notification option should allow for customized messaging).
Lack of end user portal usage/lack of end users committing to best practices: End users, through the notifications, will be persuaded to use the ticketing portal for submitting and responding to tickets, rather than their email inbox. Email ticket submissions and responses are what lead to increased suspensions.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
We regularly have suspended communications from end users, up to 50 in a week. Often from the same submitter who, though each communication in the suspended queue, can be observed as getting increasingly frustrated that they are failing to get an answer.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
We sometimes monitor the suspended view, but we are a hyper growth startup and usually need to dedicate team capacity to other items. We try to encourage, through CSM interaction, our customers to use the ticketing portal instead of email, but it's difficult to do this especially for new customers who are already too mentally inundated with learning the software we just launched for them to be also learning the ticketing portal/system effectively.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
I saw this as an option in the admin area under triggers and automations. The issue obviously is that a suspended ticket is not necessarily a ticket, so there's nothing to trigger off of. But, if there was a way to build a trigger off of 'new suspended communication' to send an email to the submitter email address, where we can customize the text of the email - that would be ideal. It would be good if it could come with filtering on email domain (eg. don't trigger if the domain is hausofphishing.com)