Are you having a hard time trying to keep track of all those pending tickets? Using Zendesk’s Automations and tagging abilities, you can automatically keep up with your customers and send them friendly reminders when you are waiting for information from them. Zendesk likes to call it the “Bump Bump Solve” process, and it’s such a time saver for agents.
Here’s how it works:
You create an automation that will email the customer a friendly note letting them know we are still waiting for a response, with the question/note that was left for them and the ticket information after the tickets been in “Pending” status for 24hrs with no customer updates. Then you set up another one after 72 hours of pending with no update, with the same information as before, but you let them know that if you don’t hear back in 24 hrs you will consider the problem solved and resolve the ticket. Then you create one more Automation for 96 hours letting them know you will be resolving their ticket, but that they can always just reply to re-open it if the problem isn’t solved and then add on an additional action to set the status to resolved.
Of course, the timing of the notifications and the content of the notifications are completely customizable, and we use tags to tag each notification and even some additional work to remove the tags in the cases where the ticket gets re-opened so the process can start again, should it have to.
These reminders will help you save a lot of time, and headache with constantly having to check your pending tickets.
Contact us to learn more and for help setting this up!