It would be really interesting to be able to utilize Freddy AI to create some interesting rules such as the following:
Verify that the agent asked a question in their reply before allowing the ticket to be changed to “pending”
We often run into agents that place a ticket into pending, which triggers notifications to the requestor to respond but there are often times when there isn’t any direction on what the requestor needs to do.
Essentially giving us a customizable version of the auto open rule that triggers if a requestor asks for something new in response to a ticket that is in the resolved status. (vs not reopening if they just say “thank you” etc)
