Hello, I am contacting you because one of our agents does not practice sending a correctly resolved ticket. In fact, when it processes a ticket, it sends it as "Send as open" instead of "Send as resolved". As a result, we end up with more than 1,000 tickets opened without knowing whether these have been processed or not. So I wanted to know if there was a way to find out whether the person to whom the ticket was intended answered or not in order to definitively close the tickets that are obsolete (ie which have not been answered).
Also, even when we send a “Send as resolved” ticket; the recipient reopens it without necessarily having added a response. Therefore we are forced to close it by clicking "Send as resolved" to no longer have it in the current tickets. Is there a way to prevent tickets from reopening when there is no response please ?
Please sign in to leave a comment.