Rapid resolve, the feature that closes tickets when a helpdesk article helped, should put at least a tag to the ticket
Suggestion is in title. So far there is no way to recognize that a ticket was closed with rapid resolve in the knowledge capture extension. There is no trigger event that can follow on this.
The function should at least add a tag to that ticket.
I agree with this post. There needs to be some event in the ticket history that occurs when Rapid Resolve hapens. This way we can then do subsequent actions on the ticket (i.e., trigger). As it stands right now in our instance, a ticket can be solved via Rapid Resolve and there are custom ticket fields we have required that will remain blank. This is causing data issues in our instance. If we had the ability to create a trigger based on a Rapid Resolve action, we could resolve this data issue.
This would also improve the ability to provide a CSAT survey to the customer with better context as to why they're receiving it. It's surprising how many customers click the "Yes this resolved my issue" link and then get upset when their case is closed because their issue isn't actually resolved.
Yes that's absolutely needed.
It's a must have for us. We need to be able to re-open certain tickets to check if all mandatory fields are filled as the rapid-resolve ignores if mandatory fields are empty.
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