Agent Alerts/Notification on Tickets to not close/resolve without customer approval
We have several top account clients who we provide 'white-glove' support to in order to proactively manage client satisfaction regarding support ticket closures. As of right now, we just utilize a Confluence page listing these clients as "Do NOT Close Tickets Without Client Approval". Some of these tickets get through the cracks and causes frustration for both the client and us, as a support leadership team.
Is there anyway within a ticket that we can make a similar message prevalent so we can works towards reducing the amount of tickets getting resolved/closed without client approval?
My initial thought was to automate the addition of a checklist item that would always appear above the ticket comments (screenshot attached). We really don't want to build anything into our ticket status workflows for this, more so just want to make sure the message is front and center. Is anyone else doing anything similar to this another way?
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