Resolving a ticket

A ticket ends in one of three ways: solved, waiting for the customer's reply, or passed to the brand's own team. Finishing a ticket frees its place in your inbox, and the next ticket can come in.

Close a ticket

1. Finish the case with the customer. The conversation ends with your goodbye, after the customer's thanks. The AI Manager then tells you what was done: the confirmed result, what the customer received and how the conversation ended.
2. Select Finish ticket. It appears only once the conversation is quiet: no message going out, nobody typing, and no email still inside its Undo time.
3. The ticket moves to Solved. Its place in Active Chat or Active Mail frees up, and routing can send you the next ticket.

The closure is checked. A ticket cannot be closed as solved without a real resolution, and an action the brand's system did not confirm is never shown as done.

The three outcomes

Solved

The case is finished. The ticket moves to Solved.

Pending

The next step is the customer's — for example, a photo or an order number you asked for. When you send an email that waits for the customer's reply, the ticket moves to Pending on its own. It waits apart from your active tickets and does not take an active place.

• The reply goes to the Human Node on duty for that brand, who may be you or someone else. Whoever takes it gets a new, complete handover of the case, so the customer repeats nothing.
• No reply in 7 days closes the ticket on its own, and closing without a reply is never a failure.
• A reply after that opens a new ticket, linked to the first, which the AI answers first.
• A "thanks" or an "ok" on its own does not reopen anything.

Passed to the brand

Some cases belong to the brand's own team: when the case is beyond what the policy lets a Human Node decide, such as a chargeback threat, or when you disagree with every option for a reason that holds and the AI is torn too. The AI Manager offers it as an option on a decision card. You decide, with your reason, tell the customer once that the right team is taking the case, and confirm the escalation card. If the AI already told the customer that the team would take over and you have not written anything yet, you go straight to the escalation card.

The ticket leaves your inbox once the brand's helpdesk confirms it received the case. The brand receives it with its reason and a summary, and the brand's team is the one that resolves it. See Working with the AI Manager.

What counts as resolved for your grade

A ticket counts as resolved when both are true:

• you sent at least one message to the customer, or you escalated the case to the brand's team at the escalation step and the escalation was accepted; and
• the ticket received an outcome.

A case you escalated counts, whether or not you wrote to the customer first. See Performance grades and the Coverage Bonus.

At the end of the module

The module does not end on the clock: it ends when your last ticket is closed. If live chats are still open at the module's end time, the Console enters Extended Session, for up to 60 minutes. Whatever is still open then moves to Pending, and the module closes. See The access window.