Set requests to automatically close

Version 1

    Details

    PROBLEM
    When dealing with requests, customers will sometimes not confirm that a request has been completed. This results in non-responsive customers that have requests being left open for long periods of time.

    ENVIRONMENT
    LiveTime

    RESOLUTION
    LiveTime has a feature called Handshaking that allows for requests to be closed after a set number of days have passed from the time a solution has been proposed.

    Handshaking can be enabled, disabled, or have the number of days adjusted from the following location:

    [list=1:]

  • Open the Admin dashboard.
  • Select the Setup tab.
  • Select the Privileges section.
  • Select the Requests tab.

    From this location there are the following settings that apply to Handshaking:

    Handshaking: Yes / No

    If Handshaking is set to Yes, then the following option appears:

    Handshaking Close Action: X Number of Days (set the number of days)


    ADDITIONAL INFORMATION
    When Handshaking is enabled, users can propose a solution by using the Propose button when adding a note to a request. Proposals can also be applied to requests via the Analysis tab by providing existing solutions (e.g. with a knowledge base article) which will then trigger Handshaking to occur if the customer does not respond within the given time frame.

     


    Resolution

    PROBLEM
    When dealing with requests, customers will sometimes  not confirm that a request has been completed. This results in  non-responsive customers that have requests being left open for long  periods of time.

    ENVIRONMENT
    LiveTime

    RESOLUTION
    LiveTime  has a feature called Handshaking that allows for requests to be closed  after a set number of days have passed from the time a solution has been  proposed.

    Handshaking can be enabled, disabled, or have the number of days adjusted from the following location:

    [list=1:]

  • Open the Admin dashboard.
  • Select the Setup tab.
  • Select the Privileges section.
  • Select the Requests tab.

    From this location there are the following settings that apply to Handshaking:

    Handshaking: Yes / No

    If Handshaking is set to Yes, then the following option appears:

    Handshaking Close Action: X Number of Days (set the number of days)


    ADDITIONAL INFORMATION
    When  Handshaking is enabled, users can propose a solution by using the  Propose button when adding a note to a request. Proposals can also be  applied to requests via the Analysis tab by providing existing solutions  (e.g. with a knowledge base article) which will then trigger  Handshaking to occur if the customer does not respond within the given  time frame.
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