Summary Note in Ticket

  • 12 April 2019
  • 1 reply
  • 69 views

Hi,


I've been trying to find a way to make it easier to sum up the 'finished' status of tickets as some time tickets turn into very long back and forth interactions. 


What i'd like to do is force a rule that means that a ticket can't have it's status changed to 'Resolved' until a private note has been added as the last action in the ticket. Granted the content of that ticket could be blank, but ideally Agents would put in a brief summary of the interactions and that would make life easier all round, should that ticket need to be revisited. 


I guess you could call it a 'private summary note'. 


Any thoughts or help is much appreciated.




1 reply

Userlevel 1
Badge +5

Hi @paul.copley,

Greetings from Freshdesk. 

Firstly, we apologise for the delayed response.

Here’s how you could force your agents to add a private note before resolving a ticket. There could however, still be certain exceptions.

 

Navigate to Admin>Automations>Tickets>Ticket updates and add a rule as shown in the sample below:

You can modify the above rule to match your exact requirements. 

Feel free to drop a comment in case of questions.

 

Cheers! :)

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