INC state notifications to customers - DEX Best Practices / Recommendations most welcome!

[Linda Meffert]

Seeking recommendations and best-approaches to improve our customer experience in INC notifications. Welcome to expert opinions, tips, tricks, hints....
Current State:
Upon finishing work on an INC, technician set the INC to a closed state - which triggers an email informing customer:

• in the email subject "INC23456 is resolved."
• In the email body, we share that "if your incident persists, let us know within 5 days, by changing the statis to "Re-Open" on the portal.
• Given persistent negative feedback on this approach, we're considering various approaches: 
  • changing the notification verbiage from "resolved" to alternative words: 
    • "awaiting closure" 
    • "status set to a resolved state"
  • Adding a new state "Awaiting Acceptance", guiding customers to the IT portal to choose 
    Accept" - in addition to the existing variable of "Re-Open:
    

Feedback on these options - or how you've achieved higher customer satisfaction via other DEX approaches is most welcome!   Regards, Linda

[Roshnee Dash]

Hi @Linda Meffert 
As per my suggestion

Challenges with Current Approach

• “Resolved” Language Perception: Customers may misunderstand this as a final closure rather than an opportunity for feedback.

• Limited Follow-Up Options: "Re-Open" might feel restrictive or uninviting to users who need clarification but may not need a full reactivation.

• Customer Involvement in Resolution: Users often appreciate a more interactive confirmation process rather than a passive notification.

Recommendations for Better Customer Experience

1. Improve Notification Wording

Instead of stating the incident is Resolved, consider using more user-friendly alternatives: 

• Subject Line:"INC23456: Action Required – Confirm Resolution"

• "INC23456: Awaiting Your Confirmation"

• Body Message:"Your incident has been marked for resolution. Please confirm the outcome or request further assistance within 5 days."

• "We believe your issue has been resolved, but if anything persists, let us know by visiting the IT portal within the next 5 days."

2. Introduce an “Awaiting Acceptance” Status

Adding an intermediate state before full closure can improve engagement: 

• New State: "Awaiting Acceptance"

• After technicians finish work, the INC moves to Awaiting Acceptance instead of Resolved.

• The customer receives a notification to Accept or Request Further Assistance (instead of only "Re-Open").

• After 5 days, if no response, the INC auto-closes and is set to Resolved.

3. Enhance Portal Options for Customers

• Instead of only a Re-Open button, provide a clear selection:

  • Accept Resolution (Closes INC immediately)

  • Request Clarification (Routes the INC for review without full reactivation)

  • Re-Open Incident (Triggers a technician reassignment)

• Provide short guided responses to help users select the right action.

Additional Enhancements to Consider

Personalized Follow-Ups:

• Automate reminders for customers who haven't responded within 3 days.

• Provide a feedback survey link to gauge satisfaction before the incident closes.

Analytics for Continuous Improvement:

• Track response rates for Re-Open vs Accept options.

• Gather feedback on notification clarity and adjust wording accordingly.

Your approach to rewording notifications and introducing Awaiting Acceptance aligns well with modern DEX strategies. Implementing clearer customer actions, friendly messaging, and active resolution acceptance will significantly improve satisfaction and reduce complaints.

[Linda Meffert]

@Roshnee Dash Spectacular recommendations!  Exceeded my expectations. Really appreciate your clarity and thoroughness. I strongly resonate with each an every point. Delightfully, I proceeding to share your well-presented perspective to my stakeholders. Thank you so much! 

[Roshnee Dash]

Hi @Linda Meffert 

If you found my solution helpful or if it resolved your issue, please consider marking it as 'Helpful' or 'Accept Solution' and closing the thread. Thank you!