Hello,
We are a B2E support team that was wondering what the best practice for tickets when the requester is no longer with the Company would be. Something more automated and less manual is better.
Best Practice Question - Termed Requester
Hi Hannah Lucid - can you share your use case further so we can recommend or someone from the community can share each company's best practices. Thanks!
@jahn11, of course! Thank you for asking for clarification.
We use Zendesk to support our employees and there are employees who are no longer with the company that have unsolved tickets open in our support team's queue. . These tickets could either be irrelevant since this person is no longer with the company or is still relevant and needs to have a new requester assigned to the ticket.
In the case that the ticket is still relevant and needs to have a new requester assigned, what would be the best way to proceed in this situation without a huge manual overhaul and monitoring?
Given that Zendesk doesn't know if the requester is still with the company or not then I don't think you can fully automate this specially with your condition (relevant and irrelevant).
What I can recommend is to create Bump Solve Automation to avoid manual process of sending reminders to customers and also less manual intervention for those tickets with no reply from the customers.
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