u/NinjaNebulah

Noticed our close rate has been really high lately. Looked into it and agents are marking tickets resolved right after they send the first response. Not after the customer confirms it's fixed, just immediately. Found like 12 tickets from last week where customers replied saying the issue is still happening but the ticket was already closed. Had to reopen all of them. Not sure how to address this without sounding like I'm micromanaging everyone.