Email notification when support ticket closed?

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tesla2
Posts: 18
Joined: Tue Nov 10, 2009 7:02 am

Email notification when support ticket closed?

Post by tesla2 » Thu Dec 10, 2009 9:20 am

Do we get notifed via email when a support ticket has been closed?

ntoy

Re: Email notification when support ticket closed?

Post by ntoy » Thu Dec 10, 2009 9:25 am

Hello,

Unfortunately, we are not setup with an auto mechanism to email the customer once a case is closed.

Depending on the circumstances in the case, our support folks usually follow up with the customer to let them know
that the case has been resolved.

Groundhound
Posts: 2711
Joined: Sat May 23, 2009 9:28 am
Location: Atlanta, GA

Re: Email notification when support ticket closed?

Post by Groundhound » Thu Dec 10, 2009 9:32 am

tesla2 wrote:Do we get notifed via email when a support ticket has been closed?
Good question. I've not had reason to use the email support, but it's implementation seems to leave a lot to be desired if comments on the forum are any indication. Ooma, I suggest that a customer-initiated support ticket system be adopted to replace email. There is free or low cost open source software available and it would vastly improve the confidence that customers have that their issue has been received and is being worked on.

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Aveamantium
Posts: 1352
Joined: Sat Jun 20, 2009 2:28 pm
Location: Loveland, Colorado

Re: Email notification when support ticket closed?

Post by Aveamantium » Thu Dec 10, 2009 9:39 am

Groundhound wrote:
tesla2 wrote:Do we get notifed via email when a support ticket has been closed?
Good question. I've not had reason to use the email support, but it's implementation seems to leave a lot to be desired if comments on the forum are any indication. Ooma, I suggest that a customer-initiated support ticket system be adopted to replace email. There is free or low cost open source software available and it would vastly improve the confidence that customers have that their issue has been received and is being worked on.
Since I've moved from my previous provider (which had a true ticket system) I've been wondering why Ooma doesn't do this. CS appears to be the most talked about issue lately, and this would definitely help!
Go AVS!

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