One Ticket, One Question?

For any business, supporting customers in the most effective way is paramount. Email for an online business, is often the primary method of communication for the majority of customers.

We are looking at ways to improve response times for all tickets but also improving the way we deal with tickets.

Currently, tickets are ‘free for all’. They can contain multiple issues or questions relating to very different parts of the services we offer and this can get confusing, especially when we have to refer back to them at a later date.

Once a ticket is closed, we don’t allow further updates via email as we have seen that some tickets are just constantly re-opened for further questions with no relation to the initial reason the ticket was opened. We are now planning to extend this to viewing the ticket online; currently these can be re-open at any point in time but we plan to limit this to 14 days.

The second change that we are reviewing is one question per ticket. This will not only mean that quick questions are answered as such but long and complex tickets are given focussed attention.

Even though this may seem a small change, it is something we have not looked at or tested before so there are likely to be times when customers are requested to raise a new ticket for any other questions.

We’d welcome your comments, feedback and suggestions on this change on our community forum.