Suggestion: I would like to see something set up (although it might already be set up to) allow the following.
When I submit a trouble ticket, lets just say it comes to be #12345 and you folks work it and close it. But, lets say it is not complete to my understanding. I know I can add another comment to the ticket, but that doesn’t mean it gets read since you closed it. So today, I need to create another ticket #12379 which says my concerns. This is the only way you know that I still have a problem. You then worked on 12379 which pointed you to 12345 and you closed it. In my case, the fix or explanation was still not correct. So I then had to make up another ticket 12411 which pointed to 12379 which pointed to 12345. This is not the way this should work.
I would like to see that if I put an additional comment on 12345, and reopen the ticket, that your support would be able to read my comment and do the appropriate fix. This way we can keep the dialog flowing until the ticket is actually satisfied. This was we keep the whole problem and associated fixes and conversation on one ticket, not crossing 3 or 4 or 5 different tickets.
Thanks for your suggestion about support tickets.
We’ve recently made some adjustments to how case comments work. When a comment is entered by a customer after a case has been closed, it then returns the case back into status: O-Callback.
If you use the Reopen button in our support portal, it does not open the existing case but clones the case and opens a new one for tracking purposes.
So feel free to add comments to a closed case if you prefer!
Duessa & Thrive support team