Provide way to track ticket resolution
There's no way to reliably track when a ticket is resolved. Two examples...
User writes in -> Agent responds -> User writes back to say thank you -> If the agent just says you're welcome, suddenly it doesn't count as a first contact resolution, even though it was.
User writes in -> Agent responds -> They go back and forth and resolve the issue in 2 days. User writes in about separate issue 2 months later on the same thread. So now it looks like it took 2+ months for the agent to resolve the issue.
4
votes
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