What happened?
If you noticed that a ticket handled by Claudia was marked as "Resolved", then reopened automatically, but did not receive a response from Claudia, this may be related to an incorrect closure automation configured in Zendesk.
How does closure work with Claudia?
After finishing a service, Claudia waits for a scheduled time to move the ticket from "Resolved" to "Closed". This time window is important to ensure that if the customer responds shortly after, the ticket can be reopened correctly, and the service resumed.
Why should I not create a closure automation?
Creating an automation in Zendesk that automatically moves tickets from "Resolved" to "Closed" can prematurely close the ticket before Claudia completes her process.
When this happens, the ticket may reopen in Claudia's environment, but she will not be able to resume the conversation, resulting in a reopened ticket without a response.
Is there any alternative?
Yes. For those who prefer to maintain the closure automation, it is possible to adjust the timing of this automation so that Claudia has priority in concluding the process.
However, this alternative is not recommended. There is a risk that Claudia may not complete the operation in time, which could result in open tickets without responses, harming the customer experience.
Are there exceptions for using the automation?
Yes. This automation can be useful in cases of (N2) tickets or situations where the ticket was marked as "Resolved" by an internal agent, but the closure was not done manually. In these cases, the automation can be configured to automatically close the ticket after 1 hour from the change to the "Resolved" status, ensuring the proper closure of the flow.
As per the example:
What do we recommend?
We recommend not configuring automatic closure automations for tickets resolved by Claudia.
The ideal is to allow Claudia herself to perform this closure at the appropriate time, ensuring correct closure without failures in service.
Flow Diagram of how the end-to-end closure process works in Zendesk
