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Create and modify Solutions

Solutions are created the same way as follow-ups or tasks: tap the button in the bottom-right corner, select Solution, write the reason and send it. 

Once sent, the solution appears in the message list with two options: approve or reject. 

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Reject the solution

Rejecting the solution asks for a reason. The message list then shows it as rejected.

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Approve the solution

Approving a solution asks for a comment; once it is sent, the ticket is closed. The ticket may be closed, but a satisfaction survey remains open, where the solution can be rated from 1 to 5. 

Once the solution is approved, no further updates can be written to the ticket. 

  1. The approved solution is shown in the message list as approved. 

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