Hi everyone,
I’m working on a module to address a common issue many of us probably face with support tickets.
The problem:
Before opening a ticket, we display a message reminding users that support is not free and requires a support contract or prepaid hours. Despite this, many clients still open tickets assuming that any issue must be a bug on our side. After 4-5 exchanges, it often turns out the problem was on their end (misconfiguration, misuse, don’t read the doc etc.). By then, our technical team has already spent significant time on it - unpaid.
The idea:
Rather than arguing with clients about whether they should pay or not (which damages the relationship), we’re trying a different approach: a “tip jar” system.
When a technician closes a ticket, if they’ve marked it as eligible (via a simple checkbox), an automatic email is sent to the client. The email is friendly and professional - it thanks them for their trust, confirms their issue has been resolved, and offers an optional link to leave a voluntary contribution (amount of their choice) via our online shop.
Why this approach:
-
No confrontation: the client decides freely
-
Good timing: the email arrives when the client is satisfied with the resolution
-
Preserves the relationship: it feels like a tip jar, not a hidden invoice
-
Fair: the client evaluates the value of the support they received
I’m curious to know if others have faced this issue and whether this kind of module would be useful to the community.
Feedback welcome …
