A service desk admin/manager should be able to define rules for ticket resolution and closure based on their operational process of ticket handling lifecycle.
Setting up of business rules for ticket resolution/closure is important because -
The service desk solution should operationalize the business process followed in the organization
Remove any manual errors or miss outs during ticket resolution/closure
As a part of closure rules, a servicedesk agent should not be able to resolve or close a ticket
prior to adding a time entry.
without closing all the associated tasks.
prior to resolving/closing all the associated child tickets.
Quick snapshot below -
The closure rules will also work for the Android and iOS apps for Freshservice. Screenshots below-
Instead of a note, it would be nice to have a button to add a resolution which works the same as a note but is identified by the system as separate from a note.
This way you could create the rule that before a ticket can be closed - the "resolution note" needs to be used.
We already use regular notes a lot so would be nice is this would be identifies as something different.
This would be mainly for Incidents
And for SR's you could do something similar but perhaps name it differently since its not a resolution but actions performed to complete the task.
Also it would be nice if there was a more solid way to setup the automations for ticket statuses.
at the moment we use the workflow automation, but it has some limitations which cause some tickets to be overlooked.
If there is any beta, we would be glad to test on our instance
Would the rules include the ability to enforce agents to reply to the customer before closure?