Auto assist creates a loop for solved tickets

Issue symptoms

When an agent accepts a suggestion 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 accepts a suggested reply that sets the status to Solved, but the customer replies to the ticket.

To prevent this:

Before you accept 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 full control from auto assist before you send a final resolution

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: Use auto assist to solve tickets.