Zombie tickets can’t be solved
with a simple answer. Eliminate the back-and-forth dynamic of email with a phone call and solve a ticket for good. When all questions are answered, ask to close the ticket.
STEPS TO ELIMINATE ZOMBIE TICKETS
1 2 3 4 Include documentation and training on the dashboard so new customers can get a handle on products and services Foster healthy FAQs and forums so customers can ﬁnd answers on their own Provide a “Related Topics” widget Provide proactive support for better feature adoption
With Hydra tickets, answering one
results in the creation of two more. Customers sometimes think they’ll get a faster response if they send three tickets at once, all asking the same question, via three diﬀerent channels:
1 2 3 Email: “Am
I allowed to post my blog entry on your site?” Twitter: “What does it take to publish my blog post on your site?” Support portal: “I am interested in publishing my blog on your site. Here is the link to the post.”
Develop a permanent plan for
dispatching with Vampire tickets. A follow-the-sun model can help. Triggers can be used to automatically inform customers they’ve reached out after business hours and assure them a response will come asap.
POSEIDON TICKETS: FIRST STEPS 1
2 3 Social media managers should respond via a uniﬁed front: “We’re aware of the issue and doing all we can to ﬁx it.” Respond to all of the tickets with the same general message and send them in bulk to the correct department Steps 1 and 2 should provide the time needed for the issue to be addressed
Add a custom drop down
form for an issue that could drown your support team. When customers see the choice in the drop down menu, they’ll realize the issue is known. All related tickets will be sent to the correct place.
A macro, an automatic predeﬁned
response, will help address mummy tickets that reference things that are out of date. This communication may quickly settle the issue.
Several mummy tickets can mean
communications require updates. Newsletters, blog posts, social channels, and in-product messaging should be used to ensure all customers are aware of changes, like pricing structures.