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After the reply

No ticket gets left behind, not even after the reply

A ticket brought back on the right day, one that has been sitting too long showing up again, resolved tickets archiving themselves and a customer telling you in one click how it went. kDesk follows the part of the work that usually gets lost: the part after the last reply.

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Requests get lost while waiting

“Call me back on Thursday when I have the quote”, “I’ll let you know if it works”: days pass between one reply and the next, and the ticket slips to the bottom of the list. Then there are resolved tickets nobody archives and customers nobody asks how it went. kDesk keeps track of every wait with reminders and closures that work on their own, and gives the customer a simple way to say whether they are satisfied, or whether the problem is still there.

How it works

  1. You note when to pick it up again

    “Remind me…”: Tomorrow, Monday, In a week, or an exact date and time, with an optional line on why. On that day a bell notification takes you straight to the ticket. If the customer writes first, the reminder removes itself.

  2. You resolve it, and the ticket archives itself

    When you mark a ticket as Resolved, the customer still has a few days to reply “no, it’s not finished”: if they do, the ticket reopens. After the number of days you chose, seven unless you say otherwise, kDesk closes it without sending any more emails.

  3. The customer says how it went

    If you have switched the survey on, a few hours after resolution the customer receives an email with three faces: Good, So-so, Bad. One click is enough, a couple of lines of comment are optional. If the problem isn’t solved, “Not resolved” reopens the request with the reason in their own words.

The work ends when the customer is satisfied, not at the reply.

What you can do

  • Personal reminders

    Everyone sets their own, even on the same ticket, and the bell rings for them alone. A reminder does not change the ticket’s status or take it away from whoever is working on it: it is a note with an alarm. The “With reminder” filter gathers the tickets you have pending.

  • Automatic reminder on stalled tickets

    If an open ticket goes without any message for the number of days you chose, whoever works on it gets a notification: assignee and co-assignee, or the whole area if it does not belong to anyone yet. The same ticket comes up again only after another stretch of silence, not every morning.

  • One time of day for all reminders

    The company chooses what time “Tomorrow”, “Monday”, “In a week” and the automatic reminder go off, in the time zone of your working hours: early in the morning, before new mail arrives. That way every day starts with the list of what needs picking up again.

  • Automatic closure of resolved tickets

    Only what a person has already declared resolved gets closed: open or waiting tickets are never touched. The closure sends no email to the customer and does not change the response-time outcome, and the ticket records that kDesk closed it. With 0 days it never closes anything.

  • Feedback in one click

    Three faces, one question, no form to fill in, in an email carrying your company’s brand. It is asked only once, to people who actually received a solution, and never to those who already voted from the Requests area. If you wish, a single follow-up goes to those who have not answered.

  • “Not resolved” reopens the request

    From the same rating page the customer can say something is still missing: they write what, the request reopens and their message goes into the ticket. In the ticket, alongside the conversation, the agent also reads the feedback: “The customer said they were satisfied”, “so-so” or not satisfied.

Frequently asked questions

Can colleagues see my reminder?

No, a personal reminder is yours: only you see it and only you get the notification. A colleague can set another one on the same ticket for themselves. The automatic one, on the other hand, belongs to the company and notifies whoever works on the ticket, or the area if nobody has it yet.

What if the customer replies to an automatically closed ticket?

Their reply is not lost: it goes back into the same conversation and the ticket shows up again for whoever follows it. That is why the automatic closure sends no email to the customer: nothing changes for them, they can always write as before.

When does the survey email go out?

Only if the company has switched it on, and after the number of hours you chose from resolution: 24 unless you say otherwise, up to a week. The follow-up, if enabled, counts from the first email and is sent only once. Anyone who already voted from the Requests area receives nothing.

Where do we see customer feedback?

Ticket by ticket: the rating and any comment appear in the ticket, where whoever handled the request, and whoever picks it up again, can read them. kDesk does not turn them into a percentage in the reports: the point is to understand how that request went and, when something is wrong, to reopen it straight away.

The other kDesk features

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