Hi everyone! :)
I’d like to propose a change to the unsnooze behavior of conversations when a linked ticket is involved.
Current behavior:
At the moment, any activity in a back-office ticket triggers the unsnooze of its linked conversation.
Proposed Behavior:
The snooze/unsnooze state of a back-office ticket, along with changes to its status, should not affect a linked conversation that is in a snoozed state. Conversations should wake up based on cross-post notes (primary trigger) or the closure of the linked back-office ticket (secondary trigger):
What should not wake the conversation:
- Snooze/unsnooze of the back-office ticket.
- Status changes (e.g., Submitted, In Progress, Awaiting Provider, etc.).
Primary trigger from the back-office ticket to wake the conversation:
- Cross-post notes.
Secondary triggers (these events should ideally already include cross-post notes):
- Transition to the "Resolved" state.
- Closure of the back-office ticket.
P.S. This is essentially the same logic applied to tracker tickets. If I’ve missed any relevant triggers, feel free to share them with me!
This change would prevent unnecessary re-openings of conversations where the chat agent’s attention isn’t required. The ideal solution would be to allow for manual toggling of the expected behavior.
An example from our experience
We use back-office tickets to escalate issues to other teams. For example, the Second Line team, which handles more complex technical issues and communicates with third parties.
Here’s how the process works:
-
On the first line:
Client inquiry → Chat agent’s work → Escalation (creating a back-office ticket) → Waiting for resolution (chat snoozed). -
On the second line:
The ticket enters the queue (Submitted) → The ticket is assigned to a responsible team member (In Progress - wakes the chat for the first time) → The Second Line investigates the case and sends an additional request to the third party via a side conversation → Waiting for a response (Snooze - wakes the chat a second time) → Third-party response arrives (Unsnooze of the back-office ticket - wakes the chat a third time) → Additional email sent (Snooze - wakes the chat a fourth time) → Another third-party response (Unsnooze - wakes the chat a fifth time) → Resolution is reached, and a cross-post note wakes the chat correctly.
Throughout this process, the chat agent repeatedly re-snoozes the assigned chat because the triggers for contacting the client are:
- A clarification from the client.
- The ticket resolution.
- Deadlines requiring us to reach out to the client to update them on their request.
Additionally, the ticket-sharing functionality allows us to share the current ticket status with the client, along with sending automatic email notifications. All of this can happen without the involvement of the overwhelmed chat agent who constantly has to click "Snooze." 😅 The more actions taken on the back-office ticket, the more times they have to click.
Thank you for looking into this!
