Cloudsnap aims to resolve a ticket’s issue within the agreed timeframe of the customer’s Service Level Agreement (SLA). Throughout the process, an email thread and Zendesk logs for the CS agent and the customer are maintained for a single ticket.
When the CS agent sends an email requesting information, the ticket status on My requests page turns to Awaiting your reply.
You, however, can send messages at any time while the ticket is open. To ensure the information is linked to the ticket, you can
Respond directly to the email from Zendesk.
Enter the message in the ticket’s log at the bottom in Add to conversations.
You can also add attachments as needed. Make sure that your responses address the information request completely and accurately.
Important: Because the emails and logs for a single ticket are integrated, your emails or log additions automatically become part of customer and Cloudsnap logs. For the same reason, please address the issue only through the email thread or log.
In some instances, Cloudsnap may send a standard message reminding you to respond or to inform you of a wider issue. For example, if Cloudsnap has not receive a response within 48 hours, you receive an email reminding you to send information. This is to ensure that progress continues with no issues languishing for weeks.
Thanks for your request. This issue you reported is a known issue. For more information, please visit our forums.
Hello <customer name>. Our agent <name> has tried to contact you about this request but we haven't heard back from you yet. Please let us know if we can be of further assistance. Thanks.
We're currently experiencing unusually high traffic. We'll get back to you as soon as possible.