What service teams ask us
What does a customer receive when they open a ticket?
One confirmation with the ticket number and a copy of their request. Further mail only when something actually happens on the ticket.
Can customers reply by email?
Yes. Replies to a ticket mail are threaded back into the ticket, so nobody has to log in to continue the conversation.
Do you send satisfaction surveys?
At most one short question after a ticket is closed, and only if the company has switched it on. No reminders if it is ignored.
What about customers who never asked for help?
They receive nothing. Every message relates to a ticket the recipient opened themselves or that was opened for them at their request.
Rules for support mail
Support mail is read by people who already have a problem. It must not become another one.
- Every message belongs to an existing ticket.
- Ticket mail contains no marketing, upgrade offers or newsletters.
- Agents' replies are sent once; we do not resend unread mail.
- Closed tickets fall silent apart from one optional feedback question.
- Attachments are delivered as links to the help desk, not as files that clog inboxes.
Contact
For service teams, for customers with questions about a ticket mail, and for blocklist operators:
We read every working day. Reports about unwanted mail are answered first.