Has anyone created a script to automatically re-open resolved or closed tickets when a Agent just closes or resolves tickets without putting in any notes in the ticket. I have a couple of Agents just closing or resolving tickets without posting any notes and the user’s are complaining that the work was not done. I have started to show users how to re-open tickets not to help.
Any ideas? If you have, care to share the script or report you created?
+9The simplest way, is to add your own resolution notes field - (because the default one isn’t visible to the user), then use a business rule to make that field visible and mandatory when resolving the ticket. You can then add the note to the resolution email, using a placeholder.
Then, the agent cannot resolve without a note, and the user can see the specific note intended to be about the resolution.
+9
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