is there anyway for a call to re-open automatically if more information is added to it?

[Gary@ADL]

Hi guys - currently in our process, once an analyst resolves a call, it will sit on the system as resolved with an auto-closure task assigned to it, that closes the task after 3 days if its hasn't been closed manually. we do not manually close calls so it gives te user chance to re-open the call if its not resolved.

 

we also have a system in place, whereby email updates are automatically added to a call, so long as they contain the call reference number in the subject.

 

the problem we are encountering is that once we mark a call resolved, any further updates are still added to the call, but the call remains resolved (rather than being re-opened). this means we do not see the updates, and the call just closes itself as per the task.

 

is there anyway for a call to re-open automatically if more information is added to it? as currently the only way I can see to prevent this is to also monitor 'resolved' calls, which is certainly not ideal, and kind of defeats the point of the 'resolved' status...

 

 

[Gary@ADL]

anyone any idea on this? im surprised this hasn't come up before?  what is everyone else doing around updates applied to calls after they've been closed? im assuming we're not the only company that has there emails auto-applied to a call where a reference number is found?

 

thanks

Gary

[Victor]

@Gary@ADL a change request has been raised to improve routing rules and most likely have the ability to change a call status. This change request is now on our 90 day roadmap so this functionality should be available in live instances in this time frame.