Agents can reject any issue at their discretion, and a rejected issue cannot be reopened.
NOTE
A rejected issue does not show any customer satisfaction (CSAT) survey to its associated end-user.
Step 1. On the Helpshift toolbar, click Issues.
Agent Dashboard opens.
Step 2. Click My Open Issues.
Step 3. Click the issue that is a candidate for rejection.
Its conversational history loads in the details pane.
Its conversational history loads in the details pane.
Step 4. Click More Actions (
).
).A contextual menu lists all of the actions that can be applied to the described issue. |
Step 5. From the contextual menu, choose Reject.
A rejected issue is closed and cannot be reopened.
A rejected issue is closed and cannot be reopened.
NOTE Alternatively, your organization might choose to prevent all of its users from ever reopening any resolved issue. Or, your organization might choose to block such behavior on an app-by-app basis. Helpshift supports both of these strategic approaches. |