Ticket Closure Settings (Ticket Resolver)
The Ticket Resolver allows you to set rules for the automatic closure of tickets after ClaudIA's response, followed by a period of user inactivity. This ensures that unresolved tickets do not remain open unnecessarily and that the customer receives feedback that the conversation is being closed.
Adjusting Settings in the Hub
In the Hub settings screen, you can customize these options:
-
"Minutes until ticket is resolved": sets the time, in minutes, required to automatically close the ticket after the user's last interaction.
-
Ticket closure messages:
There are two types of messages that can be configured when closing a ticket:-
Without feedback request: message sent when no feedback is requested from the user, such as resolution feedback or a CSAT rating.
-
With feedback request: message sent when the user is asked to provide feedback or a rating before the ticket is closed.
-
These messages can be independently customized, allowing adjustments according to the desired flow. In many cases, both can have the same content, but if necessary, they can differ for specific situations.
With these settings, you can optimize the service experience and ensure an efficient automatic closure process.
