Hi JSM Experts,
I wanted to improve the workflow design for a customer service project in my company. We're using this customer service project for supporting external customers.
Basically I would like to allow support engineers to mark a customer support ticket as "mitigated" when he/she provided a mitigation or resolution to the customer for management stats. In the current workflow, there're already status named "Resolved" indicating the final status of a customer support ticket with a confirmed resolution or root cause analysis for a customer-reported issue, and "Waiting for support" indicating the support engineers still working on the reported issue. However, there's no interrim status indicating the reported issue has been mitigated and no longer impacting the external customers. This issue may need long-term resolution or root cause analysis.
What's the recommended way/best practice to do that? Thank you in advance.
