Plan requirement
| Subscription | Suite Growth or higher |
| Also required | Copilot |
| Access | Admin |
Auto assist keeps proposing steps on tickets that are finished. Usually the scope, occasionally the procedure.
Symptoms
- Steps are proposed on tickets already solved.
- The same step is proposed again after the agent completed it.
- A procedure restarts when the customer replies to say thank you.
One: the scope includes solved tickets
Check the tag or condition that scopes auto assist. If it matches on subject alone, it keeps matching after the work is done.
Add a status condition so the scope covers open work only.
Two: the procedure has no end
A procedure that describes the steps but never says when the case is complete has no stopping point. Add a final step: what is the state in which this is finished.
This is the most common cause after scope, and it is invisible when reading the procedure because a person infers the ending.
Three: a reply reopens the case
A customer answering "thanks, that worked" is a new message, and to a procedure that is another turn to handle. Say explicitly what to do with an acknowledgement.
Four: two procedures overlap
One completes and another picks the ticket up, so the agent sees a fresh set of steps. Look for two procedures whose "when it applies" both match, and sharpen one.
The quickest diagnosis
Open a looping ticket and look at which procedure is proposing. If it is the one you expect, the fault is its ending; if it is another, you have an overlap.
If it persists
Send pluscloud support two ticket numbers showing the loop and the name of the procedure involved.
Comments
0 comments
Article is closed for comments.