Add a resolution field to the ticket
When closing the ticket - it throws up a box where you can enter the fix/resolution for the ticket. Perhaps add tagging options to make it searchable. This would be helpful for tickets with long threads of communication between the user and technician and simplify finding the resolution for an issue.
Todd Mahoney
shared this idea
Hey all,
Happy to annouce that we've added the ability to add resolutions to tickets!
This will help you in visibility when going back to tickets you've worked on in the past, and will also be tied to an so-to-be released development that helps with the creation of KB articles from tickets.
You can read more about the feature here: https://support.atera.com/hc/en-us/articles/12955402321564-Ticket-resolutions
Hope you enjoy this new improvement,
Yakov
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Josiah Deal
commented
One issue with the current implementation is that it requires you to preemptively "know" that a suggested resolution will be THE resolution.
Basically, we can flag a response as a resolution at the time that notes are being entered, and we can remove a previously flagged resolution, but we cannot retroactively flag a past comment as a resolution. It would be much better to be able to mark a past comment (whether by the technician or the user as a matter of fact) as being the resolution. Some users solve their own problems and if they indicate how they did so, it would be nice to be able to mark that as the ticket resolution. -
Russell Langford
commented
This will be a nice addition to the ticketing system as it will allow for the resolution to be quickly looked at rather then searching through the conversation thread to see what all was done. Looking forward to seeing this implemented in a future feature update!
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Cesar Gonzalez
commented
Must Have Option to send to our customers the resolution in one email when ticket its closed.