User resolved via FAQ suggestions email
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!
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1 Posted by Will on 25 Aug, 2010 11:20 PM
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 Posted by Milo - Edikon on 02 Sep, 2010 03:17 PM
OK, I will keep an eye on it then. Thanks.
Milo - Edikon closed this discussion on 02 Sep, 2010 03:18 PM.