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Resolution Field values - best practices for help desk

Mary Mascari

The default options that come up in the Resolution field seem to be geared more toward software development than a help desk.

I'm thinking I need to add a value like "No response from user" and maybe "No issue" (for those instances when they immediately respond with "never mind, it's better now")

What do you guys think? Is there a better way to capture these scenarios? Are there other Resolution values that you've used?

Comments

Josh Costella

Hi Mary,

So, you can definitely add additional Resolutions that are more customized to your needs.

You could set those resolutions automatically depending on a specific workflow transition.

You can also restrict what resolutions appear in the resolution field by utilizing workflow properties. More info on that here.

My team uses "No Response from Customer" as a resolution that gets assigned when our custom "No Response" SLA is breached.

We also use ones like Canceled or Won't Do. They are vague but specific enough to apply to multiple scenarios.

Mary Mascari

Oh, so if it sits in "Waiting for Customer" for a certain amount of time, you can have it automatically close? That's so cool.

Josh Costella

It's a combination of SLA configuration and Automation. You can choose a trigger for an SLA breaching.