I may find some help here :)
When agents have solved a ticket, they set the ticket as “resolved”
Then requester receive an e-mail with the proposed solution (Event : Agents add a comment to ticket is played)
Then a 2nd e-mail CSAT to approve or refuse the solution (Event: Agent solves the ticket is played)
I don’t know why Agent add comment event is played.
It should be only Agent solves the ticket, right ?
What am I doing wrong ?