Subject: Speeding up Chats
From: Saurabh Dadu <[email-masked]>
To: Jessie Caparas <[email-masked]>
Cc: Seeta Seeta <[email-masked]>, Shakeeb Arsalan <[email-masked]>, mustehsan.siddiqui <[email-masked]>, Deeksha Dadu <[email-masked]>
Date: Wed, 17 Mar 2021 09:49:12 +0000

Hi Jessie,

In order to speed up chats, we have now created an automation to auto resolve tickets which do not require any follow-up.

All new chats assigned to LSM Chat Auto Resolve will now be set to closed.

Earlier one of the issues was that the tickets did not have the Type and Language fields were not in Freshchat, so there was an issue categorising the chats and reporting. We've now added those fileds in the chat.

Also - We've created a rule in Freshdesk that if an agent assigns a chat to that group, and does not fill the Type field it would change the status back to open.

This will help us duplicating the efforts, as agents after finishing the chat on Freshchat, don't need to go back to Freshdesk and close it again.

Saurabh Dadu
LiveSalesman
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