Improving Ticket Interception Workflow for Enhanced User Support

Improving Ticket Interception Workflow for Enhanced User Support

Background: In the current ticket interception process, when the bot suggests a solution to a user and the user indicates that the provided solution was not helpful, the bot simply adds a comment to the ticket stating that the user found the solution unhelpful. However, this approach has led to operational inefficiencies.

The intercepted tickets remain assigned to a standalone "Ticket Interception" assignment group, and no further actions are automatically triggered. As a result, these tickets often go unserviced because no one is notified or assigned to manually review and resolve them. This creates delays in addressing user concerns and impacts overall support quality.

Challenge: The inability to reassign tickets from the "Ticket Interception" group to another relevant assignment group prevents timely manual intervention. Without reassignment, the tickets remain stagnant, leading to user frustration and inefficiencies in ticket resolution workflows.

Proposed Feature Request: To address this challenge, we request the development of a feature that allows the bot to automatically change the assignment group of a ticket when the user indicates that the suggested solution was not helpful.