Does anyone have customers who start a separate email thread with just you (the CSM) with questions about one of their open support tickets?
This drives me up a fucking wall. I have a customer who makes doing this their entire personality. I’m happy to get technical and troubleshoot, but when they have an open ticket, I just can’t comprehend why they want to keep a separate side email thread running with just me to ask random questions like “what does the Support team mean by this?” when they can simply ask the source directly within the email thread.
Thanks Mr. Client, that’s a great question! You know, the engineer in the email thread for your support ticket would happily answer your technical question related to the ticket if you asked him in your fucking open email thread with him! Why play this stupid game of telephone when the source to resolve your issue is available right there?