I find it extremely frustrating when I receive a response to a ticket that does not include my original message.

Generally we’re talking about support tickets, where the customer requests a service (ie rectify).

I understand the need for business to provide a ticketing system to manage support services but so many are frustrating, slow and time consuming for the customer.

My top 3 frustrations are:

• 1 – Blank Response

Where the customer requests a service (ie rectify) and receives a response that does not include the original request.

Very typical: Thank you for your request.  We have completed the requested task.

Eh?  Which task? Who, what, why, when?

What happens when there are multiple tickets?  They will tell you they are numbered.  But this is a time wasting nonsense.

It will be the ticketing system software developer who designed it that way.  Alternately, management has not checked a box to “include” replies.  Or, it’s so that ticket replies don’t get caught in spam filters.

• 2 – Questionaire / Survey

At the end of the ticket, you receive another email inviting you to participate in a survey: “How Did We Do?”

More of my time caught up in a never ending ticketing system.

• 3 – Numbered Ticket – No Subject

Confirmation emails that make little sense in isolation.

Good Support Ticket System

• Immediate confirmation (numbered) that includes the request
• Follow-up messages include correspondence
• Survey link in the final response email (not separate)