From a customer: "Can we get a notification when someone takes a look at the ticket or when it is routed to experts? We submitted tickets and are kept in the dark whether IBM works on them or not."
Update tickets when 1st level looks at them, when 1st involves 2nd level support, etc. Put in ETA for an answer or when support is waiting for development to come back with an answer. Make those status changes or the workflow information visible as part of the ticket dashboard and let customers choose if and how they want to be notified about those status changes.
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