Customers allowed to reopen cases!? Why?
I really do not understand why this functionality has been enabled so maybe someone else can shed some light.
If one of our customer support rep closes a request, and the requester doesn't agree, they can simply hit reply, reopening the case, and begin a dialog as to why they do not agree with the resolution. This also throws off reporting.
So why give a customer this much control? At most, they should only be able to request that a ticket be reopened. Our customer service reps are getting tired of customers reopening cases that were closed weeks ago...
If one of our customer support rep closes a request, and the requester doesn't agree, they can simply hit reply, reopening the case, and begin a dialog as to why they do not agree with the resolution. This also throws off reporting.
So why give a customer this much control? At most, they should only be able to request that a ticket be reopened. Our customer service reps are getting tired of customers reopening cases that were closed weeks ago...
Topic Participants
travelholdings
planglo_me
Matte.Stevenson
DavidC_me
AptWar