Mandatory Ticket Resolution Checklist

The CLF Mandatory Ticket Resolution Checklist is a key feature within the eCLF (Enhanced Closed-Loop Feedback) system that enforces the completion of critical validation steps before a ticket can be marked as resolved. By making these steps mandatory, the checklist ensures that every ticket resolution is reliable, consistent, and auditable, leading to improved internal accountability and customer experience.

Watch this video for a quick overview of the CLF Mandatory Ticket Resolution Checklist feature in QuestionPro’s enhanced Closed Loop Feedback system.

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Customer Experience » Closed Loop » Workspace » Workspace Settings » General Settings

Step 1: Navigate to Closed Loop and open any workspace you’d like to explore.

Step 2: Inside the workspace, go to Workspace Settings.

Step 3: Under General Settings, you will now see Ticket Resolution Requirements.

Step 4: Go to All Tickets and click a Ticket ID to view its details.

Step 5: Go to Ticket Status and try updating the status to "Resolved".

Step 6: A new modal appears with a list of required ticket resolution steps, with "Complete" as the CTA.

Step 7: Clicking on any of the CTAs takes you to the relevant requirement tab, where you must perform the action in order to mark the step as completed.

Step 8: Finish the remaining required actions by repeating the previous steps.

Step 9: Go to Ticket Status again and try updating the status to "Resolved".

Step 10: You will now see the ticket status update to "Resolved" once all mandatory resolution requirements are completed.

No, customizing the mandatory ticket resolution checklist steps in the current version is not allowed.

No, only managers or admins can edit or change the ticket resolution requirements.