@LostPilot said in Support ticket handling:
As a Zendesk admin and support lead for a software company,
Keep an eye on our SM feeds. You might be just what we're looking for.
As an aside, regarding merging of tickets, it really depends on the subject.
Customer A - submits ticket about paint textures on wings, another one about colour of propeller and a third one about incorrect seat material, for the same newly released aircraft.
Support - ascertain there is not an RTFM fix and that they're probably bugs, merge the lot and pass to developers.
Customer B - submits ticket on paint textures on wings and another one about RPM gauge going backwards and a third one about hearing sound from a multi-engine jet coming from his GA aircraft.
Support - stick first one in the 'probable bugs' pile to be fixed by devs and merge the other two for support to deal with, because they are likely to be both related to his installation or setup.
Make sense? There are no rules, really. You just have to treat each case individually. If you have a new release it is often simpler to merge all the 'possible bug' tickets from a customer than try to herd cats and treat each one as if it was coming from a different person.
