To facilitate communication of updates and responses on the ticket screen, a chat-like interface is recommended.
This interface is familiar to users and offers easy navigation. It should feature a high-contrast colour scheme to differentiate:
- The conversation either between the chatbot and user or the agent and user.
- Social validation messages.
Clear timestamps should also be included to allow users to track the progress of the conversation.
Additionally, the system should take the initiative to ask the user if an issue has been resolved. If the user confirms that the issue has been resolved, the ticket should be marked as closed. If the user does not respond within a pre-specified time, the ticket is to be closed automatically. This proactive approach streamlines the resolution process and ensures users can easily track the status of their tickets.