Anybody else have problems with keeping up with Zoho Tickets due to closed status?
So many things have fallen through the cracks because of the way Zoho handles tickets. I open a ticket and whether or not the issue is answered immediately or if Zoho has followup questions or requests a meeting, the ticket is closed as soon as they look at it. I have to look through over 400 tickets to see which ones have really been resolved or ones that are awaiting my response and it's hard because they are all closed.
Here is how we handle this at our support desk: We close the tickets only when the issue has been resolved per the customer. If we have follow-up, we email the customer and the status of the ticket automatically changes to "waiting on answer from customer". When they respond, the status of the ticket automatically changes to "Customer has Responded" alerting us that it's our turn to have a look. This method allows both customer and support agent to keep on top of their unresolved ticket. Having the customer sift through closed tickets to find their unresolved ones is super not a good customer friendly experience.
How do others handle this?
Topic Participants
Jay Larson
Dhanush Kumar V
Sticky Posts
How to Add Users to your Organization in ZohoMail?
A better clarity so you can create other users to start using Zoho Mail. You can directly Add Users from the Control Panel to your Organization. You can invite users with the existing email address. If the person (user) already uses ZohoCRM, then you can import users from Zoho CRM. You can also import them using a .csv file. (if you are planning to add them in Bulk) In this topic, We will be discussing on how to Add and Invite users only. The Import options are self explanatory. ____________________________________________________________________________________________________________