Auto assist creates a loop for solved tickets

Issue symptoms

When an agent approves a message to the customer that resolves the issue, and the suggestion includes a standard action that sets the ticket status to Solved, the conversation creates a loop if the customer replies. The same message appears in the auto assist composer every time.

Resolution steps

This loop can occur when an agent approves a suggested reply that sets the status to Solved, but the customer replies to the ticket.

To prevent this:

Before you approve a suggestion, remove the action that sets the status to Solved. Alternatively, set the ticket to Open, Pending, or On-hold until you confirm resolution.

Prepare the ticket before you solve it. Complete required fields, set the assignee, and add needed tags, so the ticket can close cleanly.

Take over from auto assist before you send a final resolution. Then, turn it back on after you close the ticket.

Use a macro that sends the reply without a status change to Solved. Consider a custom action for more control.

If this happens again, set the ticket to Open. Then, clear the draft in the composer, and refresh the page.

For more information, see Using auto assist to solve tickets.