Maintaining ticket attributes and protocol

  • Upon closing a ticket, the agent should be shown a popup window to remind her of maintaining the ticket attributes.
  • The text of this reminder should be configurable by the admin (via UI or via console/API).
  • Additionally this popup should provide a text field to sum up the solution of the closed ticket.
  • This summary should be stored beneath the last article within the ticket.
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I like this idea. Also there should be new status for this feature: “Finished”.

You close a ticket (Status = “Closed”) and after this you finish a ticket (f.e. write a KB-Article) and then write the summary like you described.

This feature should be optional because not everybody needs it.

1 Like