We all know what it is like when you are waiting for something but have no idea when it will happen because those meant to provide it are not giving anything away about when it might show up. Well that\u2019s akin to how our users feel when they need something from us but we put the ticket to one side to deal with later without saying so to them.<\/p>\n
Or look at it this way. Which is worse \u2013 taking two days to deal with an issue without telling the user how long it will be or taking three days but making it clear from the start that it will be done in that time? Assuming the issue isn\u2019t urgent (which is another matter altogether), many users would prefer the assurance of a set time even it means it will take longer.<\/p>\n
The point is: Keep the user informed. It doesn\u2019t have to be much and often a note to say that you are working on the issue or perhaps waiting for a third party will be sufficient. The key times to send an update will of course be at the start, at the end and when there is something new to say along the way. But it is equally important when there hasn\u2019t been an update for a while and you just need to send some reassurance that the user hasn\u2019t been forgotten.<\/p>\n