Whenever I get an email from Smartsheet about a support ticket that was updated, closed, requests more information, or about anything for that matter, it almost never includes important details of the ticket.
Easy-to-implement recommendations for EVERY email sent by support regarding a ticket:
This would not only increase customer satisfaction (mine at the very least), but it would enable you to close more tickets thus improve the product faster.
You may not realize this but not everyone can click on an email link, Log into Smartsheet, and sort through their tickets to find out the details every time they get an email. They might be restricted to just email at the time they read the message.
For context, here are some of the support emails I get. If you work for support and are reading this, put yourself in our shoes and see if it makes sense to you? You'll find that when we have 2 or more tickets out there, it can get quite confusing the above changes:
New Ticket Email:
Follow-up requesting more information (the automated version): (This is MOST confusing because it's hard to know which ticket it's for.)
Follow-up Email (Manual version, usually contains better info but not always enough):
Follow-up after ticket is resolved:
Email when replying to an older case:
-Neil