What is the ideal approach for managing user expectations during a ticket resolution process?

Setting realistic timelines and communicating regularly is the ideal approach for managing user expectations during a ticket resolution process. This practice fosters transparency and builds trust between users and support staff. When users are informed about realistic timeframes for when they can expect progress or resolution, they are less likely to feel anxious or frustrated. Regular communication ensures that users remain updated on the status of their issues, which can significantly improve their overall satisfaction with the support experience. By keeping the lines of communication open, users feel acknowledged and valued, which enhances their perception of the service being provided. This approach is crucial in creating a positive user experience and can help in effectively managing any potential frustrations that might arise from delays or complications in the resolution process.