Ticket Resolution - New process

Created by Dada Khalandar khalandar S, Modified on Sat, 29 Mar at 5:53 PM by Dada Khalandar khalandar S

Going forward agents will have to add an appropriate tags to a ticket as well. The main metrics for customer experience is going to be ‘Resolution’. To this end we have created a new process that all agents will need to follow while handling tickets.

Select the agent level resolution. Whether the ticket has been "Resolved" or "Not Resolved"

If the ticket has reached final resolutions, select "Resolved". Agents will have the choice to choose between "Issue Resolved" or "Query Resolved" as the resolution status.

In case the issue has not reached final resolution agents will have to select "Not Resolved". Agents will have to select the sub status as per the ticket.

Rest of the process remains unchanged.