Issue symptoms
When an agent approves a message to the customer that resolves the issue, and the suggestion includes a standard action that sets the ticket status to Solved, the conversation creates a loop if the customer replies. The same message appears in the auto assist composer every time.
Resolution steps
This loop can occur when an agent approves a suggested reply that sets the status to Solved, but the customer replies to the ticket.
To prevent this:
- Before you approve a suggestion, remove the action that sets the status to Solved. Alternatively, set the ticket to Open, Pending, or On-hold until you confirm resolution.
- Prepare the ticket before you solve it. Complete required fields, set the assignee, and add needed tags, so the ticket can close cleanly.
- Take over from auto assist before you send a final resolution. Then, turn it back on after you close the ticket.
- Use a macro that sends the reply without a status change to Solved. Consider a custom action for more control.
- If this happens again, set the ticket to Open. Then, clear the draft in the composer, and refresh the page.
For more information, see Using auto assist to solve tickets.