Currently we have it sat that you have to add a “reason for closing” note. So agents can’t close tickets with no reson.
This gets frustrating when you want to add a closing note on the actual ticket notes and use “add note and set to close” we then have to copy and paste the same message into the closing box.
How are other companies dealing with this?.
Is it possible to have a checkbox at the bottom when you a note next to the “add note” button which has “ closing ticket note” which you can tick this then This shows it’s your closing note and allows you to close, but also makes sure the agent has added a note supporting the closure of the ticket?
6 people like this idea
about 2 years ago
We have the same type of set up. It would be nice if the closing comment could go in as a note instead of on the lower right of the screen.