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rhea.desouza
Community Manager
rhea.desouzaCommunity Manager
published in Announcements and Events

Mission 1: Automate with Freshdesk | Challenge

I had frequent problem of my agents closing out tickets without attending them , i was on the basic plan as well to i didn’t have much option to setup in settings to restrict this happening , I had to rely on automation , I was still stuck in the start every time i failed , at a point i had no option than to comeup with a solution to prevent such events.I Finally solved this issue of closure of tickets without resolution by using two automation rules1.Every Notes added to a ticket was tagged at Notes added 2.Any ticket without 1 Notes tag or reply to client with change status to open itself with a warning note displayed as “Unauthorised action detected” This Solved my Issue of false closure of unattended tickets!  #MissionAgentCX #CustServ #freshdesk #helpdesk #automation 

132022
Croy
Contributor
3 months ago

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