User resolved via FAQ suggestions email

Milo - Edikon's Avatar

Milo - Edikon

Aug 25, 2010 @ 11:26 AM

Hi there,

A customer created a ticket. Then, he was immediately shown a FAQ suggestion. This FAQ suggestion apparently resolved his issue and he selected to resolve it.

I received an email with the issue. However, I never got anything via email telling me that the issue had been resolved.

I am curious how issues resolved via FAQ suggestions are supposed to work. Shouldn't I get an email telling me that the issue was resolved so that I do not reply to the original request unnecessarily?

Thanks!

  1. 1 Posted by Will on Aug 25, 2010 @ 11:20 PM

    Will's Avatar

    There is actually a time delay. If you received an email then it's because the user took over the delayed amount of time to say the FAQ helped them resolve their question

    We haven't seen many cases where this has occurred though. THis might actually be the first time anyone has brought this to our attention.

  2. 2 Posted by Milo - Edikon on Sep 02, 2010 @ 03:17 PM

    Milo - Edikon's Avatar

    OK, I will keep an eye on it then. Thanks.

  3. Milo - Edikon closed this discussion on Sep 02, 2010 @ 03:18 PM.

Discussions are closed to public comments.
If you need help with Tender please start a new discussion.

Keyboard shortcuts

Generic

? Show this help
ESC Blurs the current field

Comment Form

r Focus the comment reply box
^ + ↩ Submit the comment

You can use Command ⌘ instead of Control ^ on Mac