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Getting attention on a "pending" ticket

Question asked by jthoms@stanford.edu on Jul 20, 2015
Latest reply on Jul 29, 2015 by jthoms@stanford.edu

After support responds to a ticket, but does not fully resolve the issue, I believe the status goes to "pending." When there's a bit more info on an issue or I'd like a bit more information, I've often needed to somehow get the attention of support staff again. In Zendesk, this was done by changing the status back to "open." I've tried this same workflow in ServiceCloud, without much success.

 

What's the best way to resurface a ticket for a bit of attention from support?

 

I'm specifically curious about Tier 1, but would imagine the question might apply more broadly than that.

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