We use a completion status in our PSA that resolves the SLA on the ticket but does not close it - this is for QA purposes. Once QA is completed, we move the ticket to a closed status.
Unfortunately this means that tickets that are resolved still show up in the Active ticket column in Thread Inbox and for our customers in Messenger - until they are eventually closed out during QA.
This creates confusion for our end customers and our engineers as resolved tickets still show up as Active in Inbox/Messenger.
How do we make it clearer that the issue has been resolved?
Created by Stephen Boss
January 5, 2023