It started one morning, just after dawn. A comment from a customer in a far off land who was still waiting for a question to be answered. The next morning, just as the sun rose, a bad satisfaction rating from a customer on the other side of the globe whose question was answered but not in a timely fashion. This went on for days and days; upset customers and bad ratings, always first thing in the morning, and always from distant lands.
Finally, Old Man Swan spoke up. Ye best be prepared, said he. Were dealing with no less than vampire tickets! He went on to tell us that vampire tickets prowl the night, long after posted business hours, and only come to our attention the next morning. Customers from different time zones had been sending us questions but have had to wait for our business hours to get a response.
Vampire tickets need to be dealt with quickly. Employing some tried and true customer service tips will help you deal with them before they get out of hand. Escalate the tickets and solve them as quickly as possible. Set up an automation reminding people to reply to these tickets ASAP.
In the long run, youll want to set up a permanent plan for dispatching with vampire tickets once and for all. Since they hate sunlight, use the follow the sun model (if you can). The healing light of the sun will prevent a ticket from going vampire.
If thats not possible, create a trigger to automatically inform customers that they have reached out to you outside of your normal business hours and assure them that you will respond as quickly as possible.
And for the truly brave, The Mysterious Case of Ticket X: the book!