A support ticket flows through three stages: Request, Investigation, and Solved.
My requests page with all three customer statuses
As a Cloudsnap customer, you can follow your requests on Zendesk’s My requests page. All your tickets are listed with a status:
Open: Customer Success (CS) agent is investigating and resolving.
Awaiting your reply: Customer responds to CS agent's information request sent via email.
Solved: The issue is resolved. CS agent closes ticket and its status changes to solved.
You can request support through the Cloudsnap platform or through My requests page in Zendesk.
Investigation (Open / Awaiting your reply)
Once a ticket is created, a Customer Success agent reviews and categorizes the issue then assigns the ticket to self or another agent.
The ticket status remains OPEN throughout the investigation, except when the CS agent needs more information from you, the customer.
When the CS agent needs information, the ticket status on My requests page turns to Awaiting your reply. 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 by either email or log.
Your emails or log additions automatically become part of the logs.
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.
When the issue is resolved, the CS closes the ticket and its status is Solved.