Answered

First Call Resolution Issues

It seems our First Call Resolution numbers are eing skewed by customers responding "Thank You".  Any way to fix this or address it?


Best Answer

@Christina: At the moment, the only option to prevent those tickets from re-opening is to create an observer rule that would catch the phrases like "Thanks", "Thank you" etc. 


Here's how you can setup the rule:


When any of these events occur: Reply is sent 


And the events are performed by: Requester


Conditions: Last interaction contains "Thank You"


Actions: Set status as Closed 


You can place this rule at the top of the stack so that the ticket remains in the Closed state. Not the ideal solution but you might want to give this a try!


Cheers!


Answer

@Christina: At the moment, the only option to prevent those tickets from re-opening is to create an observer rule that would catch the phrases like "Thanks", "Thank you" etc. 


Here's how you can setup the rule:


When any of these events occur: Reply is sent 


And the events are performed by: Requester


Conditions: Last interaction contains "Thank You"


Actions: Set status as Closed 


You can place this rule at the top of the stack so that the ticket remains in the Closed state. Not the ideal solution but you might want to give this a try!


Cheers!

Hi Aravind


Thank you for the quick response!  We tried this once and it closed out tickets that had Thanks or Thank you in the signature as well.  Is that still the case?


-Christina

Unfortunately yes, Christina! It looks for these keywords in the response and sets the status as "closed" if they exist. You could probably add an email notification in the Observer rule for the agents with the latest public comment so that they can quickly review and re-open if needed. Do you think that works?


Cheers!

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