Current flow:
- Customer send mail to support mail
- New ticket with status open is created
- Freddy replies with solution
- Customer does not react to Freddy: Ticket stays open → but what if thats already the “best answer”?
- Customer closes the ticket → everything is good
- Customer says the answer is not good
My question: Wouldn’t it be better to set the ticket always to status resolved when Freddy gives a reply to the customer and only if the customer clicks “not good” or replies we open the ticket?
How should our agents handle tickets that are open but already contain the right answer from Freddy?
Are there any best practices?
Thank you so much!
