Customizing the customer portal in service desk

Question

Hi everyone,

I have allowed the customer to make a transition to close and reopen on the customer portal.

But I need a pop up message when customer clicks on the reopen.

A message like " are you sure" or "provide reason for open"

How to do this? Can anyone help me with this?

Mike Bowen · Answer

Thanks Jack,

Of course the customer can still comment on a closed ticket. "I was on 3 months holiday, sick, in prison, lost up the creek without a paddle & and no I don't accept the resolution you have provided, please re-open the ticket".

Yes, I get the possibility that the automation rule could close the ticket before the customer got to respond, but in our experience that is a very small percentage if any in our tickets, simply because we would have communicated the solution to them and or tested it with them. No ticket is closed without a resolution and sign off by customer.

RE: Customer re-opening a ticket - I can't say it is common practice over here, but each to their own.

Jack Brickey · Answer

Mike, I’m not saying that this is right for you. I’m saying it is very common. We use this quite successfully today and I know of others that do as well. I also use the same auto-close automation for some projects and indeed it works great.

to answer your question “why then ...” it simply comes down to customer service. The customer is the customer and we want to retain them. We want them to love the support we provide and we want them to be able to fish for themselves wherever possible. Consider the automation closure above. Let’s say it triggers while the customer is out on leave or maybe hospitalized where they could not have responded. They come back see there issue has closed and desire to reopen. If you don’t expose the reopen then they can simply open a new issue or call you and request you to reopen. Again, what works for one may not for another.

Mike Bowen · Answer

Hi @Jack Brickey

I disagree.

Here is a typical scenario we deal with often:

Customer logs a ticket for a problem - SD Agent spends time on problem and resolves the problem - SD Agent sets the ticket to Resolved or Waiting for Customer (and you know automation can also be set up at this stage to wait a couple of days, a week before the ticket is closed or a resolution is set, allowing the customer the chance to come back with any further problems or mistakes, but if after x days the ticket has no comment then the ticket is closed).

The above is good practice.

Why then would you ever allow your customer to come back after the ticket is closed and re-open the ticket?

Made an error how?, even after their original request was resolved? Can you give an example?

-Mike