Ticket Resolutions are customizable options that you can create to acknowledge how a ticket was resolved. These can be set and changed as needed through the Settings section.

The benefit to tracking how you are resolving tickets is that it will help you keep track of potential factors that may impact your business. For example, if you are finding that resolutions are requiring gift cards or other compensation, you will have a way to track the volume of these resolutions and adjust your operations accordingly.

Setting Up Resolutions

Head to the Settings section and you will see the option for Resolutions.

Here you will be able to add and modify any Resolutions you wish. To get started, click on the green + Add button. This will present you with the options to Name the resolution, enter a Description, and make sure it is Active. Once entered, make sure to click the Save button.

Once you have created your Resolutions, you want to ensure that you have enabled the Resolutions to be included on your tickets by checking the box next to Enable Resolutions.

Reporting on Resolutions

Similar to Root Causes, Resolutions can be tracked in the Dashboard section.

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