Improved Ticket Status Management in Zoho Support

Dear Zoho Support Team,

I'm writing to request a change in the way Zoho Support handles ticket closure upon agent replies.

Current Issue:

Currently, when Zoho Support agents respond to my ticket, they often set the ticket status to closed. This creates several challenges for customers managing their support requests through "My Area."

Confusion and Difficulty Tracking Open Tickets: It becomes difficult to distinguish between genuinely closed tickets and those awaiting customer (my) response. This lack of clarity hinders efficient support ticket management.

Proposed Improvement:

We propose a revised ticket status management system with the following features:

"Waiting for Customer" Status: When agents reply to a ticket, it should be transitioned to a new status like "Waiting for Customer" instead of immediate closure. This clearly indicates it requires further customer action.

Automated Reminders: Implement automated reminders for customers if they haven't responded within a predefined timeframe.

Delayed Closure: Only after exceeding a reasonable time period without customer response (e.g., several days) should the ticket be automatically closed. This allows adequate time for customer interaction.

Benefits of Improved Status Management:

Improved Customer Experience: Customers can easily track open tickets and understand the current stage of their support requests.

Reduced Confusion: Clearer status differentiation avoids confusion between open and closed tickets, streamlining communication workflows.

Increased Customer Engagement: Automated reminders ensure customers don't miss important updates on their support requests, facilitating timely resolution.

Conclusion:

By implementing a "Waiting for Customer" status, automated reminders, and delayed closure based on customer response, Zoho Support can significantly improve the customer experience for managing tickets within "My Area."

This approach promotes clearer communication, reduces confusion, and fosters better engagement in the support process.

Please note that I'm talking about zoho support (you) and not my desk with my customers.

Thank you for your time and consideration.

Sincerely,

Ram

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