Prevent accidentally resolving tickets with drafts
started a topic
3 months ago
I would like to see a warning message pop-up if an agent tries to resolve or close a ticket with an email still in draft.
It happens with some frequency that an agent will compose an email and click to send and resolve the ticket. However, they haven't yet filled out a required field on the ticket, so they are flagged to do so. They will navigate to filling out the filed and click update, but forget to go back and click send again on the email.
This kind of fail-safe messaging would be very helpful. Alternatively, when you click send and resolve, it could send the email, but still flag the agent to go and update the other necessary fields in the ticket afterwards.