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.

 

 

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