Mark email that did not have an agent reply as "Solved" rather than "Ignored"
Whenever an agent solves an interaction without responding to the message, the interaction is being tagged as "Ignored". This cause confusion as the agent actually accepted the interaction but it just didn't require a reply thus the agent is marking them as solved. It should be tagged "Solved" or something else other than "Ignored"
2
votes
Jennie
shared this idea
-
Joe
commented
This would be great!