Require a staff reply in order to close a ticket
I need an option to be able to require that staff include at least one response to a customer issue before closing a ticket. I need this to ensure accurate submission to first response metrics that I pull from the database and report to management.
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Leo commented
Klemen, thank you, I appreciate the consideration. I am able to exclude no-response issues and address the problem with training and policy. However, the idea of closing an issue with no response runs counter to our organization's service philosophy of "Above All in Service".
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Will consider it for a future version as a setting.
Why don't you simply ignore tickets with no staff replies from your "time to first response" metrics?