The following discussions from gitlab-com/www-gitlab-com!81983 should be addressed: - [ ] @mdunninger started a [discussion](https://gitlab.com/gitlab-com/www-gitlab-com/-/merge_requests/81983#note_581190735): > ```suggestion:-1+0 > 1. Occasionally you will send a customer a reply letting them know that you're going > to follow up with further information. > 1. In this case you should set the ticket status to `Open` or `On-hold`. Either > way ZenDesk still removes the SLA and assigns the ticket to you (if it's not > already assigned to someone else). > 1. In your reply you should also inform the customer when to expect your follow-up > message, and invite them to inform you if your chosen schedule does not meet > their needs. If it does not, please take steps to ensure you understand the > impact to their business so that you can adjust your plans accordingly. > 1. To help yourself with meeting any schedule expectation you've set, consider > using our [Due Date](https://about.gitlab.com/handbook/support/support-ops/documentation/zendesk_global_apps.html#due-date-picker) > and [Reminders](https://about.gitlab.com/handbook/support/support-ops/documentation/zendesk_global_apps.html#gitlab-reminders-app) > apps. > 1. For any ticket in which the user is waiting on a response from Support, **always > provide a timely update** on its status and on the work that has been done. You > are encouraged to set your own definition of "timely" by setting the customer's > expectations and using the Due Date and Reminders apps, as described in the > preceding tip. Otherwise, please aim to provide updates daily, and definitely > no less than every four days, which is the on-hold period length. > ``` > > As suggested by @lbot in [his comment](#note_577077121), I've reworked these two tips to guide people toward the apps. I'm going to make one other related suggestion in the tip on line 104. - [ ] @mdunninger started a [discussion](https://gitlab.com/gitlab-com/www-gitlab-com/-/merge_requests/81983#note_581194750) ```suggestion:-0+0 1. When you send a user an update, the normal action is to set the ticket status to `Pending`, which indicates that you are waiting for a reply from them. Even though at that point there will be no SLA clock running, you might consider setting an expectation with the customer that you'll check back with them after an appropriate amount of time to ensure continued progress. Should you choose to do that, please consider using our [Due Date](https://about.gitlab.com/handbook/support/support-ops/documentation/zendesk_global_apps.html#due-date-picker) and [Reminders](https://about.gitlab.com/handbook/support/support-ops/documentation/zendesk_global_apps.html#gitlab-reminders-app) apps to help you to meet that commitment. ``` Related again to the [comment from Lee](#note_577077121).