Plan requirement
| Subscription | Any plan |
| Access | Admin |
Creating tickets for customers before they contact you. Good service when it is service, and spam when it is not.
Use it
- Install the app.
- Select the customers who should receive a ticket.
- Write the message.
- Create the tickets.
- Make sure somebody is there for the replies.
Where it earns its place
- An outage affecting known customers.
- A product issue you have identified before they have.
- A promised follow-up to a group of people.
- A change that will affect how they work.
Telling people first changes everything
A customer who hears about a problem from you feels looked after. The same customer discovering it themselves and then contacting you is already annoyed before the conversation starts.
That difference is worth a great deal, and it costs one message.
Staff the replies
Two hundred proactive tickets produce responses, and they arrive at once. Sending on a Friday afternoon means a queue nobody works until Monday, which undoes the goodwill entirely.
Keep it to service
Not promotions. A support ticket is a channel customers associate with problems, and using it to sell teaches them to ignore it.
Say what you are doing about it
A proactive message with no action attached raises anxiety without resolving it. What happened, what you are doing, when they will hear more.
Test with a few
Ten customers first. The replies tell you whether the message reads as helpful or alarming, and that is hard to judge from the draft.
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