Zombie tickets can’t be solved with
a simple answer. Eliminate the
back-and-forth dynamic of email
with a phone call and solve a ticket
for good. When all questions are
answered, ask to close the ticket.
STEPS TO ELIMINATE ZOMBIE TICKETS
Include documentation and training on the dashboard
so new customers can get a handle on products and services
Foster healthy FAQs and forums so customers can
ﬁnd answers on their own
Provide a “Related Topics” widget
Provide proactive support for better feature adoption
With Hydra tickets, answering one
results in the creation of two more.
Customers sometimes think they’ll get
a faster response if they send three
tickets at once, all asking the same
question, via three diﬀerent channels:
Email: “Am I allowed to post my blog entry on your site?”
Twitter: “What does it take to publish my blog
post on your site?”
Support portal: “I am interested in publishing
my blog on your site. Here is the link to the post.”
What happens? One ticket gets
assigned to support, one to the
Director of Content, and one to
a Community Manager.
When discovered, Vampire
tickets must be dealt with right
away. Escalate them and solve
quickly. Set up an automation to
remind agents to respond asap.
Develop a permanent plan for
dispatching with Vampire tickets.
A follow-the-sun model can help.
Triggers can be used to automatically
inform customers they’ve reached out
after business hours and assure them
a response will come asap.
POSEIDON TICKETS: FIRST STEPS
Social media managers should respond via a uniﬁed front:
“We’re aware of the issue and doing all we can to ﬁx it.”
Respond to all of the tickets with the same general message
and send them in bulk to the correct department
Steps 1 and 2 should provide the time needed for the issue
to be addressed
Add a custom drop down form for an
issue that could drown your support
team. When customers see the
choice in the drop down menu, they’ll
realize the issue is known. All related
tickets will be sent to the correct place.
A macro, an automatic predeﬁned
response, will help address mummy
tickets that reference things that are
out of date. This communication may
quickly settle the issue.
Several mummy tickets can mean
communications require updates.
Newsletters, blog posts, social
channels, and in-product messaging
should be used to ensure all
customers are aware of changes,
like pricing structures.