As our customer success team continues to grow, below are a few keywords that may help easily identify the situation when speaking on Fresh Connect. Below are some of the common keywords:
RESOLVED > We found a solution to the issue.
CLOSED > No further involvement from a developer is required at this time. For instance, a customer success agent has to direct the merchant to contact a third party.
STATUS: message > Used while working on tickets to keep track of what's going on. For instance, "Levi is going to look into the issue this afternoon." or "Waiting on the merchant for more information."
Please note: Something marked as CLOSED or RESOLVED doesn't mean you can't continue the chat.