Zendesk tickets are very useful for tracking requests and the flow of responses, but what often happens is duplicated tickets can create an overload and cloud the clarity on what to work on.
For customer service, raising individual tickets for an issue is fine, yet for Project task tracking where we might be deploying hundreds of apps and hundreds of shields - things can get unmanageable, so what to do?
For projects we recommend customers respond on the ticket setup for applications or shields allocated. For example we may have a list of 100 apps, run on a smartsheet with 10 apps to a ticket, and 10 tickets to manage the whole project deployment. A simple list ensures selecting the right ticket, and faster action and resolution.
Conversely asking for a new ticket requires an admin step on our side to triage the task and add it to the correct ticket. Easier for a customer, but also slower and also the duplication creates the potential to be missed.
Additionally, if you have access to the SmartSheet Plan, you can also refer to the row number if there is a specific task you wish to raise or update us on.
So, help us to help you - select the right ticket, and we’ll get on it!
Comments