Request: The client has reached out to us with their concern regarding the tickets getting disposed automatically.
This issue would occur in the following cases:
CASE 1: When the API is defined.
- We must first check if an API is defined. We can identify an API Ticket by checking for the folder icon next to the name.
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The folder icon in the image indicates that it is an API Ticket.
- We can also gather the payload from the client to check for the reason for the closure of the API ticket.
- We must check the API request shared by the client to see if the status in the API request shows as “Completed”
Template (When an API is defined):
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding the tickets getting disposed automatically.
We have reviewed your ticket and we see that the API request was auto disposed due to an API being defined.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
XXXX
CASE 2: When there is a ticket escalation rule defined.
- We must also check if an escalation rule is defined by checking the “Executed escalation rules” by going to the All ticket tab>Search with the ticket no>Executed escalation rules.
- In this case, we can inform the client that the ticket was automatically disposed due to an escalation rule being defined.
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Template (When there is an escalation rule defined):
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding the tickets getting disposed automatically.
We have reviewed your account and we see that the ticket was auto disposed due to an escalation rule (name of the escalation rule) being executed with resolved status.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
xxxx
CASE 3: If the call tickets have been automatically disposed:
Checklist:
- Client-specific check: For “K-konnect” we must check if the business call type is NA. If the business call type(business_call_type) is NA, then the ticket will auto close & will not be assigned to anyone.
- We must ensure that the logs are shared by K-konnect and we can also gather the logs from the tech team.
- We must check if the “Auto Dispose” option is enabled from the Cloud configuration page.
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- If the “Auto Dispose” option is enabled from the Cloud configuration page then the call ticket will automatically be disposed when the call duration is “0”
- We must go ahead and take a confirmation from the client before we proceed with disabling the “Auto Dispose” option.
- Post confirming with the client we can disable this option by selecting “NO” under the “Auto Dispose” option.
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Template (To be used to take a confirmation before disabling the Auto Dispose option):
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding the call tickets getting disposed automatically.
We have checked your account and we see that the ticket was disposed as the “Auto Dispose” option is enabled.
We request your confirmation before proceeding further with disabling the “Auto Dispose” option.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
xxxx
Template (To be used post disabling the Auto Dispose option):
Hello XXXX,
Greetings from Kapture!
We appreciate your patience and understanding.
We have gone ahead and disabled the “Auto Dispose” option and hence the tickets will not be disposed automatically.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
xxxx
Action:
- Check for the mentioned cases and respond accordingly.
- If the issue persists after following the validation process and mentioned procedure the issue must be raised on JIRA -TEAM P
Acknowledgement Template (When the issue is forwarded to the technical team):
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding the tickets getting disposed automatically.
We have forwarded your issue to the concerned team. We will update you regarding the same within XXXX hours.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
xxxx
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