We're small but somehow requests are already slipping through constantly. A customer needs something, maybe someone internally inquiring abt something, it goes into a Slack message and disappears.
I looked into proper service desk tools and most of them are priced for enterprise teams. We don't need all those features, we just need something that makes sure nothing gets forgotten.
Somebody submitted a request that says "my PC is slow" with no additional comments attached to their ticket. That is, no errors or contextual information at all. I then follow up via the ticket asking them to provide me with the details needed for troubleshooting, and they don't reply back for 2 days, finally coming back to tell me their PC is working fine now.
Meanwhile, an actual urgent ticket. The example could not be any more vague; it is buried somewhere deep down in the general ticket queue because it looks exactly like all the other vague garbage application tickets. Routing can only do so much when the submissions are completely useless.
I was going through our queue today and found 90 tickets where we responded, asked for more information from the customer but then never heard back from them. They just sit there inflating our numbers and that honestly doesn’t look good for management. We have been called before for unresolved open tickets so this is a big deal.
Tried closing a few out and surprisingly I got complaints from users saying we closed their issue without fixing it, even though, you know, they never replied to us. We even sent follow up messages in most of them. Unbelievable. What is the reasonable time should we allow for a ticket to stay open once the customer goes mute?
The early stage of requests are becoming quite a headache for us. I’m talking about the messy part before anything is ready for a PO, like someone wants a new vendor, a software renewal is coming up, finance needs context etc etc, and half the information is missing from the original request.
Do you have employees submit procurement requests through a structured intake form or does everything still start in email/Slack and get cleaned up later?
Noticed our close rate has been really high lately. Looked into it and agents are marking tickets resolved right after they send the first response. Not after the customer confirms it's fixed, just immediately. Found like 12 tickets from last week where customers replied saying the issue is still happening but the ticket was already closed. Had to reopen all of them. Not sure how to address this without sounding like I'm micromanaging everyone.