How to enable Customer to resolve their own call

[lee mcdermott]

Hi,

Its been so long since I looked at this, but can someone remind me how we enable the customer to resolve their own call via the portal?

 

Also as part of this how do you enable them to re-open a call if it is in the resolved state but not in the closed state?

 

any help would be appreciated

 

thanks

lee

[Victor]

@lee mcdermott once a request is resolved, the customer opening the request on the portal will see the following options:

It's working - using this will close the request

It's still broken - using this will reopen the request.

Once a request is closed no other actions can be performed by the customer on that request. The buttons text/label can be changed using translations.

[lee mcdermott]

@Victor

 

Thanks victor I can see that now on my test workflow which I have been working on as per my decision issue this morning you helped with. In the past we have always automatically closed calls rather than set to resolve first. Which is why we are changing to process and workflow. Hence why I had never seen the above option as our calls were just resolved then closed automatically.

 

I assume a customer cannot resolve a call themselves? Does it always have to be resolved first by an analyst before the customer can see that option above

[Victor]

1 minute ago, lee mcdermott said:

I assume a customer cannot resolve a call themselves?

I'm afraid not.... request has to be in a resolved state before any (of these) options are available for the customer...

[lee mcdermott]

@Victor no problem thanks for the help today though much appreciated

 

[Berto2002]

@lee mcdermott plus =1 on my long-standing enhancement request if you want the customer to be able to close their own tickets (i.e. before IT them):

Also contains a list of other good reasons to empower customers over their own tickets.

[lee mcdermott]

@Berto2002

 

I agree it would be beneficial for customers to be able to resolve calls themselves if we want to encourage them to self serve it seems counter intuitive to not allow them to resolve their own calls. We have lots of cases where a user will come back and say actually the issue is sorted now. So it would take the necessity away for the Service desk to have to do it for them.

[Berto2002]

7 minutes ago, lee mcdermott said:

if we want to encourage them to self serve it seems counter intuitive to not allow them to resolve their own calls

Exact-a-mundo. We need to empower our customers so 'tickets' are a two-way thing. Can you please "+1" on my linked post then?

[Steve Giller]

59 minutes ago, lee mcdermott said:

I agree it would be beneficial for customers to be able to resolve calls themselves

If the customer fixes it and not the Service Desk function - I'd have thought that's a cancellation, not a resolution.
e.g:
Customer: "Can you fix this for me?"
Service Desk: [Investigates] "Yes, here's a resolution." ... "Did that work?"
Customer: "Yes"
[Closure]
but
Customer: "Can you fix this for me?"
Customer: "Actually, never mind, it's working."
[Cancelled]
doesn't actually involve a resolution.

You could have:
Customer: "Can you fix this for me?"
Service Desk: [Investigates]
Customer: "Actually, never mind, doing this fixed it."
Service Desk: "Fantastic, shall I record that as the resolution?"
Customer: "Yes"
[Resolution and Closure]
but then "Actually, never mind, doing this fixed it." would be a Customer update, not a Customer Resolution.

[lee mcdermott]

@Steve Giller

Yeah i get what your saying. So if your talking the customer could "cancel" the call does the Customer have the ability to do that themselves?

For me I would want the customer to be able to update and "cancel" a call themselves without the need for the service desk to have to do anything as it just seems an unnecessary step\intervention they would have to do to mark a call as cancelled after a customer has updated a call to say it can be closed\cancelled.

[Steve Giller]

This is granted by the role:

[lee mcdermott]

@Steve Giller 

 

thanks steve will give that a go.

 

cheers

[lee mcdermott]

@Berto2002

 

would the option for a user to cancel their own call work for you?

 

I get the point steve is making that to resolve a call it has to be actioned by a analyst at some point, but a customer can cancel their own call. Which may help with reporting to distinguish between customer cancelling a call and service desk resolving a call.

@Steve Giller when a customer cancels their own call what happens to the workflow does it just end at that point?

[lee mcdermott]

@Steve Giller

 

just tested and it looks like this will only apply to Service Requests and not Incidents is that correct?

 

 

[Berto2002]

Looking for response to ^^ that the feature should allow cancellation of both

[Sam P]

On 17/07/2024 at 16:18, Steve Giller said:

If the customer fixes it and not the Service Desk function - I'd have thought that's a cancellation, not a resolution.

I do agree that customers should be able to resolve their own requests however I would suggest that not everyone uses the Cancellation function in the same way - indeed the only tickets that we Cancel are test ones.   If the ability for customers to 'Cancel' their tickets is implemented, it would be better managed in the Workflow, in my opinion

[Osman]

Afternoon All,

Am I the only one perplexed by the idea that it is possible for an end user to Close a Resolved ticket, which the workflow will do automatically after X days anyway, but not able to mark a Request or Incident as either Cancelled or Resolved. I understand that an Incident should never be Cancelled, but I see no reason why an end user should not be capable of Resolving their own issue:

1. User raises a call that Word Won't launch;

2. Ticket logged by email or through Self Service and confirmation received;

3. Before the Agent contacts the user, they decide to restart their device and the issue goes away.

Unless the system allows for self-resolution in these scenario's, I see time on the Service side being wasted.

I assume that there is no flexibility within the configuration to let the individual organisation decide how they wish end users to respond to their own issues?

Thanks

Osman

[Sam P]

This is probably the challenge @Osman so much is possible however not all organisations use Hornbill in the same way (indeed not all Hornbill users are in the business of IT). Having said that, we do have control of so many settings that this is a good example of where each org should be able to set their own  

[Steve Giller]

2 hours ago, Osman said:

3. Before the Agent contacts the user, they decide to restart their device and the issue goes away.

As detailed above, this should result in a cancelled Request and this is possible via the role in the same comment.

[Osman]

Hi Steve,

Thanks for this, are you able to confirm whether this applies to both Requests and Incidents? The response by @lee mcdermott on the 26th suggests that it will be Requests only.

Thanks

Osman

[lee mcdermott]

@Steve Giller @Osman

Hi Steve when I tested the user only had the option to cancel service requests but not on an incident.

 

it seems more likely a user would want or need to cancel an incident as per examples above after a reboot of a device for example that as we know cures most things.. 

I think it is less likely a user will want or need to cancel a service request