Service Desk Automation

[Marc Jason Mutuc]

Currently, we got an automation for when a ticket is resolved and the customer made a comment on it without the text "thank", the ticket will be reopened.

Unfortunately, customers would usually say thanks but would continue asking for additional things.

Sample:

Thanks! However, I would like to request for another thing.

I'm thinking of adding an additional criteria wherein the words in the last comment made by the customer will be counted. If it exceeds 10 words then it would automatically reopen even if it has "thank" on it.

How can I make a counter for the last comment? Please assist.

[Jack Brickey · Accepted solution]

This strikes me as problematic and surely inaccurate. Regardless I don’t know of any way to accomplish. Why not simply allow the customer to reopen an issue from the portal?

[Marc Jason Mutuc]

Customers can reopen tickets by commenting on them without using the text "thank".

But, some customers make comments and goes on to request other things.

Sample:

Thank you for the information but it does not solve my issue. Can you check further and provide me feedback in a hour?

If the customer makes the comment above, the ticket will remain resolved and will not be reopened. This will also prevent it from going to the proper queues for further handling.

[Deleted user]

Hi @Marc Jason Mutuc,

I agree with @Jack Brickey, the automation seems to be set up in such a way that your agents are 'shooting themselves in the foot', so to speak. Relying on the correct phrase to be typed in at the correct time will, unfortunately not work for all use cases, as you have discovered. 

Why not set up an automation rule that looks for inactivity, warns the customer with a comment of the imminent closure within a certain timescale, then after further inactivity automatically closes the ticket after a set timescale with a comment added to the ticket for the reason of the imminent closure? This would put the responsibility of the ticket onto the customer rather than your agents. 

Second part:

Sample:

Thank you for the information but it does not solve my issue. Can you check further and provide me feedback in a hour?

If the customer still has questions regarding the original problem, the ticket should be considered as not completely "resolved". The automated closure after inactivity would solve this issue, a minority of tickets are, of course, closed off by the customers, and the rest by your agents manually when resolution is certain. 

However, some questions, as you know, should be created as new tickets. This is where agents should be communicating to customers about the separation of tickets and what the agents plan to do, such as create a ticket on behalf of the customer to follow up with separately and close the original ticket.   

Let me know your thoughts.

[Marc Jason Mutuc]

Hey! Thanks for the inputs!

Yup! We already have the auto-closure after 36h. Without warning though. Customers are already complaining about the number of emails they receive. Hah!

I've removed the checking for 'thank' instead and let the team handle it after a comment from the customer is made.

And yes. It's impossible to cover all use cases. Oh well...