- 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.
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.