Zendesk is a repressive factor that deprives customers insight with the handling of a reported problem

I have used hours to report problems in my Win based Capture One 20 (and I think Topaz uses the same Zendesk service) to help improve the software.

The major problem is, that at the point where "Support" has ended the dialog with the customer, often with a promise to forward the problem to "R&D" (research and development), the customer is prompted to utter about his satisfaction with the way he was treated by the support person in question. Whenever he expresses his satisfaction or the opposite, the status of the case is soon changed from OPEN to SOLVED.

This of course leaves the general impression, that the problem stated in the headline of the report has been solved, which for most cases is 100 percent misleading. The Solved status is only a consequence of an activity considered finished within Support.

NO PART OF THE ACTUAL PROBLEM HAS BEEN SOLVED AT THAT POINT, and the annoying part is, that the customer is supposed to wait patiently for a future release of the software where the problem supposedly has disappeared.

I suggest a tracking system as used by mailing companies. Track your packet - or track your reported problem in this case. The tracking system should show the department responsible for the report at any time with an updated status each time the problem has been dealt with. What has been done! This will also reveal if the case is resting for an unexpected long time within a certain department, and the customer should have the opportunity to ask about the failing progression.

This would be a more respectful way to handle cases from cooperating customers - to keep them in the loop, and I am sure it would be highly appreciated by loyal customers, who invest their time and resources in improving the product.