When we open a ticket with Docebo, sometimes our issues need to be reviewed by a Senior Resource. This is great except, once it is in the hands of a Senior Resource, there is no visibility to what is actually happening on our tickets. We don’t know if there are tasks associated with the ticket, or if anyone has been actively working on our issues.
So the customer who opened the ticket has to bug the support person who picked up the ticket for updates. The support person then has to reach out to who ever else, wait for a response, then when they have time, respond back to the customer. This is time consuming and can allow for mistakes when relaying information.
It would be nice to be able to review if there is any activity, for example tasks, notes or if other departments have to assist. This way we are not having to constantly request updates from the support staff that has picked up our tickets.
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Best answer by paolo.gaioni
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