This Week on Freddy Fridays: The Power of Mandating Resolution Notes 📝

Hello Community

This week, let's explore how making resolution notes mandatory can transform your service desk operations.

🌟 The Importance of Resolution Notes
Mandating resolution notes through business rules ensures consistent and comprehensive documentation. This practice gives agents valuable context when reviewing historical tickets.
 

🕒 When to Implement
When complex issues involve multiple teams, important context can easily be lost. A clear resolution summary not only helps future agents but also enhances Freddy’s ability to identify similar past incidents and improve response suggestions.
 

🛠 How to Implement
1. **Access** the ‘Resolution’ tab or click the ‘Add resolution’ button.
2. **Generate** a note with the ‘Generate resolution’ button (requires Freddy Copilot add-on).
3. Freddy AI auto-populates details like the root cause, actions taken, and resolution.
4. **Insert** the note by clicking ‘Add’.
5. Set up business rules to mandate resolution notes.
 

⚙ Managing Resolution Note Fields
**Customization**: Use business rules to mandate, hide, or disable the resolution note field. Set 'Agents' in 'Applies to' and 'Edit form' in 'Execute on' for tailored functionality.

📊 Reporting Capabilities
The resolution note field integrates with ticket properties for detailed insights and reporting.
By mandating resolution notes, you capture critical information, boosting team efficiency and strategic decision-making.

Happy resolving! See you next week for more insights! 🚀
 

Cheers
Anupama Phal