In preparation for the upcoming improvements to global search, we want to make sure our tickets are well documented. To that end what would you do in this situation?
An Agent closes a ticket after resolving an issue for a user. I want to agent to go back and document how they solved the issue. I don’t want to reopen the ticket since the user would know it was reopened.
How would you let the agent know that you wanted them to add documentation to the ticket?
I know I could email or message them with a link to the ticket and the instructions, but can anyone think of a good way to handle the communication within IIQ?