I say old boy, have you ever gotten a ticket that was covered in dust and felt rather…cursed? Ive heard it told that if youre in customer service long enough, eventually you will come upon a ticket so confusing that it will feel like youre trying to read hieroglyphics.
The customer will ask about features youve never heard of, unfamiliar pricing plans, people that dont work at your company, or a promotion your company hasnt offered in eons.
A rather ghastly situation, I must say. But one that was bound to happen: a mummy ticket! A customer from the early days of our company, long before you started working there. Its not uncommon for them to remember and ask about plans, features, or promotions that no longer exist.
In the short term, set up a mummy macro for tickets that reference things that are out of date. This will automatically answer with a predetermined response that will hopefully help settle the issue or at least make sure your customers know you are aware of the issue. How you want to deal with these things – such as whether or not to grandfather in certain things – is up to you and your company. The key thing is: communicate, communicate, communicate.
If you find that youre getting a lot of mummy tickets, it might be a sign that you need to improve communications. Newsletters, blog posts, regular updates to social channels, and even in-product communications will help ensure that even your most ancient customers are aware of changes.
And for the truly brave, The Mysterious Case of Ticket X: the book!