How best to create tickets as an agent to request a response from the client?
In my business I have two ways of using the ticket system:
1) The "normal" way where my clients generate a ticket about some issue they have. This is the standard way all ticketing systems work. No problem here.
2) If I find an issue with the client's property, then I need to report it to them and request their response or approval to do something about it. This is kind of like reversing the roles of the ticket where the agent is now requesting or creating a ticket that the client must respond to.
I'm unsure how best to do this. Ticketing systems are not designed so that agents "create tickets for clients" and then wait for clients to respond to them, it's always the other way around.
What I would want, ideally, is to create a ticket as myself, and "assign" it to a client, basically requesting their response. I'll fill in the details, and the client would be notified that there is a ticket for them to respond to.
In Zoho when I create a new ticket, we put in the contact (the client) and the ticket owner (myself). Which means I would be creating a ticket on their behalf essentially "speaking for them."
The problem with this is that I'm not creating a ticket for my client, I'm creating a ticket as if it came from the client TO me. But this is wrong because it would be expecting the reply to be myself. In other words, I create a ticket manually from Bob to myself. Bob does not get notified, because I'm the owner of the ticket, it's really a ticket for myself that I'm making on behalf of Bob.
What's odd is that I can't do this and pretend to be Bob. I can't create a ticket on Bob's behalf to report an issue that I found and need to report to Bob, while creating a ticket that essentially looks like Bob reporting the issue to me. It's backwards!
I hope any of this makes sense. If Bob reports issues to me, he can create tickets all day long. But if I find issues and need to report them to Bob to get his feedback, the whole ticketing system breaks to pieces, it's just not meant to work that way and is really lacking useful features to do this kind of thing.
For example, I would create this ticket "for" Bob, and ideally Bob would get auto-notified of his unread ticket every few days until he deals with it and gets me the info I need.
If I am putting out dozens of requests across dozens of clients, I will eventually have a large list of pending issues/tickets that clients need to respond to, I don't want to manually have to send reminders on all these if they don't reply. Ideally I want to "set it and forget it" and let the ticketing system bug them until I get an answer.
So again, Zoho doesn't work this way, pretty much no ticketing system does.
My question is, is there any way to use Zoho so that I can work this way?
And I have the paid Standard plan BTW.
Note that without a ticketing system, the only real way I can try to make requests to clients is send them emails. "Hey I found an issue...." But I have the same problem, dozens and dozens of pending issues that clients don't respond to, and no easy way to track them all and send reminders and receive info and approvals and track completed tasks etc. There is a gap in the market for this kind of thing!
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