Resolving a Request

Resolving a Request

Once a request is resolved, you can add a resolution to the request so that all support reps involved in the request can know the cause, consequence, and solution for the request. You can also add the solution to the knowledge base of the application for future reference.

To add a resolution,

  • Open the details page of the desired request and go to Resolution.

  • In the rich text area provided, type the request resolution with required formatting options and images if necessary.

  • Add attachments if any and update the request status.

  • To add the resolution update as a time entry, select the Add Time Entry checkbox.

  • Click Save.

 

Once the request is resolved, the support rep or contact can close the request. Contacts can close the request from the email sent to them. If the contact has not closed the request, the support rep can close it from the application.

To close a request,

  • Go to the Request Details page and edit the status button in the right panel, as shown below:

 

 

  • Select Closed and click .

  • If Request Closing Rules and Request Closure Code are configured, the support rep will be prompted to add the request closing details, as shown below:

 

  • Enable the First Call Resolution (FCR) checkbox if the request is resolved by the support rep in the first call/inquiry of the contact. FCR helps the administrator to assess the performance of the support rep.

  • Select Close without Notification checkbox if you do not wish to trigger a notification on request closure. This can be used when the requester is already informed of the closure by other means.

  • Confirm whether the contact has acknowledged the resolution using the radio button.

  • Choose the Request Closure Code and provide Comments if any.

  • Click Close Request.

 

Bulk Close Requests

You can select and close multiple requests from the Request List View.  To close requests in bulk,

  • Select all the requests to be closed by enabling the checkbox.

  • Click Actions>>Close.

  • On the displayed form, enter the Request Closure details and click Close Request.

 

 

    • Related Articles

    • Request Properties

      Request properties are additional information about a request which aids in the automation of the request workflow. In this page, we will discuss the request properties in detail.   Created By This refers to the user who has raised the request. Learn ...

    • Request Conversations

      Resolving a request may involve multiple interactions between the support rep and the contact or any other person. For easy-tracking, these interactions are saved in the conversations box.      To interact with the contact who raised the request:  ...

    • Request Details Page

      The request details page provides the particulars of a request in a distinguished manner, thus helping support reps easily find information about the request. The request details page contains three sections: The left pane consists of the list of all ...

    • Request Custom Functions

      Request custom functions can be used in business rules, request custom triggers, request life cycle, and request timer actions. Using custom functions, you can perform automated actions on requests, other modules, and external applications. Go to the ...

    • Request Classic View

      Classic View presents the request data in a linear manner. To display requests in classic view, click the icon in the header. You can sort requests by different fields such as subject, support rep, and more by using List Settings in the header. The ...