We are restructuring the tags for our team. We will eventually move to automate these with custom fields and our agents will complete the majority of these fields before moving the ticket to solved.
Our team works on Escalation Customer Support tickets that take longer to solve and often touch multiple hands via child tickets. I'm having a dilemma of whether I want us tagging "Symptoms" vs Core Issues. Symptoms would be the issues the customer is reporting, but the core issue would be the thing that is causing that symptom. The problem is it may take a few touches on the ticket to understand what the core issue is.
Furthermore, would it be helpful to tag both? We're looking to refine our tag list, but it might be valuable information to understand what customers are reporting, and the issue at hand.
Please sign in to leave a comment.