Resolution Codes help categorise Contacts accurately, providing valuable insights over time. Proper categorisation allows you to track common customer query types, ensuring your Agents receive the right training and support to handle them effectively.
With Smart Resolution Codes, Zendesk for Contact Center can automatically categorise Contacts for you.
Agents can still add or remove tags as needed to ensure accuracy.
Click here for information on how to configure Smart Resolution Codes.
Resolution Codes in Zendesk
Once applied, Resolution Codes flow directly into the corresponding Zendesk Ticket as tags. This seamless integration simplifies reporting and enables automations within Zendesk. When added, Resolution Code tags are prefixed with disposition_ added to distinguish them easily.