Tickets which are considered overdue are those ones that have not yet been resolved in the time allotted by the SLA. When tickets are overdue, the promise the company has made to the customer is broken. There are many reasons for this – miscommunications, dependencies, overworked agents or just frustrated customers.
Before you do anything else, when tickets become overdue you need to mitigate any damage. Agents need to make an apology and give the customer an explanation for the delay. Alternatively, managers can take control and move things along. Whatever the course of action, communicating with the customers and providing a suitable explanation for the circumstances is the first move.
Back to GlossaryBe the first to receive exclusive offers and the latest news on our products and services directly in your inbox.
We appreciate your recent sign up for a LiveAgent.
A message will be sent to your email address containing login details, right after your account is installed.
If you wait for a while, after installation is complete you will be able to access your account directly from here.
After the process is over, we will send the login details to your mailbox.
Our website uses cookies. By continuing we assume your permission to deploy cookies as detailed in our privacy and cookies policy.