Scoutinternal

Handling 'Feedback from BitGo, Inc.' Tickets and Unsolicited External Inquiries

Handling "Feedback from BitGo, Inc." Tickets and Unsolicited External Inquiries

Problem

The support queue receives a high volume of tickets with the subject line "[Feedback from: BitGo, Inc.]" that contain no customer problem description or actionable content. These appear to be legacy or system-generated feedback form submissions. Separately, the queue also receives unsolicited external inquiries (e.g., media interview requests, partnership pitches) sent to support@bitgo.com, as well as occasional FTX Retail-related tickets where customers report not receiving feedback or follow-up from BitGo. None of these ticket types represent standard product support issues.

Diagnostics

  • Check the ticket subject line: Tickets titled exactly "[Feedback from: BitGo, Inc.]" with an empty problem description body are legacy feedback form submissions. There are hundreds of these in the backlog.
  • Check for empty problem/description fields: If the ticket body is blank and the subject matches the pattern above, it is a no-content feedback ticket that requires no technical investigation.
  • Check whether the sender is an external third party: Media outlets, PR agencies, or other non-customers may send interview requests, award nominations, or partnership proposals to support@bitgo.com. Look for company names (e.g., SafetyDetectives) and language about interviews, Q&A features, or press coverage.
  • Check for FTX Retail context: If the customer mentions waiting for contact, seeing a static page for an extended period, or references FTX, confirm whether the ticket falls under the FTX Retail claims process. Cross-reference with the FTX Retail ticket closure initiative.

Resolution

Scenario: feedback-inc-from-bitgo#empty-feedback-form-submissions

Trigger: Ticket subject is "[Feedback from: BitGo, Inc.]" and the problem description body is empty or contains no actionable content.

Signals: [Feedback from: BitGo, Inc.], empty ticket, no problem description, legacy feedback, bulk tickets

Steps:

  1. Confirm the ticket subject matches the exact pattern: [Feedback from: BitGo, Inc.].
  2. Verify the ticket body/problem field is empty — no customer question, error, or request is present.
  3. Close the ticket with no customer response required. These are legacy system-generated entries with no actionable content.
  4. If closing in bulk, follow the standard bulk-closure workflow and ensure the ticket status is set to resolved/closed.

Notes: There are over 400 tickets matching this pattern in the backlog. They do not require individual review beyond confirming the body is empty. Resolution confidence on these is medium because no explicit resolution narrative exists — they were silently closed.

Scenario: feedback-inc-from-bitgo#unsolicited-external-inquiry

Trigger: A non-customer (media outlet, PR agency, vendor) sends an interview request, award nomination, or partnership proposal to support@bitgo.com.

Signals: interview, Q&A, media, press, SafetyDetectives, award, partnership, CEO, spokesperson, thought leadership

Steps:

  1. Identify that the sender is not a BitGo customer seeking product support. Look for language about interviews, media features, awards, or partnerships.
  2. Forward the original email to the appropriate internal team. Based on ticket evidence, the standard practice is to surface the email and note it was sent to support@bitgo.com.
  3. Respond to the requester acknowledging receipt and informing them that the inquiry has been forwarded internally.
  4. Close the support ticket — no further support-side action is needed.

Notes: Do not commit to or decline media/partnership requests on behalf of BitGo. Only forward and acknowledge.

"Hi, Please see this email sent to support and follow up if required." (ticket #232549)

"I am writing on behalf of SafetyDetectives where we cover news and advice in online safety, cyber security and artificial intelligence. We would like to invite your CEO, (or an alternative spokesperson) of BitGo to partake in a thought leadership Q&A interview..." (ticket #232549)

Scenario: feedback-inc-from-bitgo#ftx-retail-no-response

Trigger: Customer reports they have not received feedback or contact from BitGo, and the ticket context relates to FTX Retail claims.

Signals: haven't got any feedback, not contacted, FTX, FTX Retail, waiting, static page

Steps:

  1. Confirm the ticket is related to the FTX Retail claims process (look for references to FTX, a static waiting page, or lack of follow-up).
  2. Check with the FTX Retail team lead to confirm whether the customer's issue has already been resolved as part of the FTX Retail ticket closure initiative.
  3. If confirmed resolved, close the ticket. Per ticket evidence, these issues were batch-resolved and tickets were closed after internal confirmation.

Notes: Per the resolution on the representative ticket: "Closing FTX Retail tickets after confirming with Michelle Liu - these issues are already resolved." This scenario applies only to FTX Retail-related inquiries, not general product support.

"Nandish Closing FTX Retail tickets after confirming with Michelle Liu - these issues are already resolved" (ticket #194578)

Related

  • none identified