I would like to see the addition of an optional/mandatory (system setting) 'Resolution' free text field eg at the side under where you can put in your hours.
so that instead of going through 50 different converstations we can simply put the resolution in, so when you look back at a ticket you can simply open it up and see how you resolved a certain ticket.
This would speed up helpdesk significantly, certainly when we do scripting.
I am surprised there isn't a "Resolution" field in the ticket. This request appears to have been made 2 years ago. We have added a custom field to the ticket but it shows up during a new ticket (maybe because I am an agent?). We also mark it as required for Close status but we need that required for Resolved status as well. Is this something already present? If so, where is it located?
+12Hello,
It is really difficult for the agents to scan through the ticket to understand the context, particularly with long threads. In such cases, the Ticket Summary app can prove to be useful. Agents can leave a comment using the app and that would always stay sticky at the top of the ticket just below the description.
Cheers!
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