Requester ability to solve ticket
Answered
We have an autoresponder set up to acknowledge receipt of request, but within the body we include link to our FAQ which will frequently provide the answer a customer wants/needs.
Can I put a place holder in the triggered autoresponse, which allows the customer to mark ticket as solved?
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Hey Paul,
There's no placeholder available that will allow the user to solve out the ticket. However, you can include a message stating "Reply back with solved" for the requester.
If the user replies back with Solved you can create a trigger that looks for Ticket: Comment Text>Contains the following words>Solved
I realize this may not be the solution you're looking for but I hope it helps!
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Thanks Brett - Ill give it a try.
Is the "solved" placeholder something that can be added to roadmap?
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Hey Paul,
I'll be sure to pass this feedback along to the appropriate team. I can't say whether this will be implemented in the future but our product managers are always appreciative of any feedback given.
Thanks for taking the time to share this with us!
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