Synova Connect

Resolution follow-up

Closing a ticket asks the question most teams skip: did we actually fix it? Happy answers get a review invite, unhappy ones reopen the ticket.

Why teams set this up

Closed means the agent finished, which is different from the customer being satisfied. The difference shows up three weeks later as churn.

Closed tickets verified by the customer
Failed fixes caught in hours, never weeks
Review requests sent only to satisfied customers

How the automation runs

An IT ticket closes after a password reset. Three hours later the customer emails back that they still cannot log in to one system. The ticket reopens itself, the original tech gets pinged, and the real fix happens the same day instead of after next week's angry call.

Ticket field
Wait step
Outbound email
Conditional branch