What is it?
This setting ensures that agents complete specific fields before marking a ticket as Resolved. It helps maintain structured ticket management by enforcing key details that improve tracking, reporting, and future reference.
How it Works:
Let's introduce some fictional characters to illustrate this
- Santosh – Agent
- Ritika – Customer
Ritika reaches out with a query about her order. Santosh, the assigned agent, investigates the issue and is ready to resolve the ticket. However, before marking it as Resolved, the system prompts him to:
- Add a tag to categorize the ticket.
- Leave a private reply for internal documentation.
This ensures that if Ritika reaches out again or another agent needs context, all necessary details are available.
Why Enable This?
- Ensures all critical information is recorded before closing a ticket.
- Helps in better organization and reporting of customer interactions.
- Provides a clear historical record for future reference.
Summary:
- Agents must add at least one tag before marking a ticket as resolved.
- Agents must leave at least one private reply before resolving a ticket.
- This feature enforces structured ticket management and better tracking.