Rapid resolve, the feature that closes tickets when a helpdesk article helped, should put at least a tag to the ticket

2 Comentarios

  • Ryan Boyer

    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.

    2
  • Greg Schiestl

    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.

    2

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