SmartHomeConcierge.ai – Resolved Workflow

Purpose

The Resolved stage is used when SmartHomeConcierge.ai has completed all requested work and believes the customer's request has been successfully addressed.

A ticket should be moved to Resolved only after all recommendations, configurations, troubleshooting, research, or requested assistance have been completed.

The purpose of the Resolved stage is to confirm completion and provide the customer an opportunity to verify the outcome before final closure.

When to Move a Ticket to Resolved

Move a ticket to Resolved when:

• The issue has been corrected.
• Configuration work is complete.
• Recommendations have been delivered.
• Troubleshooting has been completed.
• Customer-requested information has been provided.
• Vendor resolution has been received and implemented.
• No additional work is currently required.

Common Examples

Ring Camera Offline

Issue:

Ring camera disconnected from Wi-Fi.

Work Completed:

• Device reconnected.
• Signal strength verified.
• Camera tested.

Status:

Resolved

Waiting For:

Customer confirmation.

Alexa Routine Issue

Issue:

Routine not triggering.

Work Completed:

• Routine rebuilt.
• Device permissions verified.
• Automation tested.

Status:

Resolved

Waiting For:

Customer confirmation.

Smart Pet Door Setup

Issue:

Customer needed assistance configuring a smart pet door.

Work Completed:

• App configured.
• Notifications enabled.
• Schedule configured.
• Integrations reviewed.

Status:

Resolved

Waiting For:

Customer confirmation.

Recommendation Request

Issue:

Customer requested product recommendations.

Work Completed:

• Research completed.
• Recommendations delivered.

Status:

Resolved

Waiting For:

Customer confirmation or future questions.

Required Internal Documentation

Before moving a ticket to Resolved, document:

Date:

Issue:

Work Completed:

Configuration Library Articles Used:

Recommendations Provided:

Resolution:

Customer Follow-Up Sent:

Next Step:

Customer Notification

When moving a ticket to Resolved, notify the customer.

Email Example

Subject:
Your SmartHomeConcierge.ai Request Has Been Completed

Hello,

We have completed the requested work for your support request.

Summary of Resolution:

[Insert Summary]

Please test the solution and let us know if you experience any additional issues.

If everything is working as expected, no further action is required.

Thank you for choosing SmartHomeConcierge.ai.

SMS Notification Templates

General Resolution

Your SmartHomeConcierge.ai request has been completed. Please test the solution and reply if you need additional assistance. Thank you!

Configuration Completed

Your SmartHomeConcierge.ai configuration request has been completed. Please test your device or app and let us know if anything requires further attention.

Troubleshooting Completed

We believe your issue has been resolved. Please test the device and reply to this message if the issue continues.

Recommendation Delivered

Your SmartHomeConcierge.ai recommendations have been completed and sent. Please review them and let us know if you have any questions.

Vendor Resolution Completed

The vendor-related issue has been addressed and all available actions have been completed. Please verify everything is working correctly and let us know if further assistance is needed.

Customer Response After Resolution

Customer Confirms Resolution

Examples:

• "It's working now."
• "Looks good."
• "Issue resolved."
• "Thank you."

Move ticket to:

Closed

Customer Reports Additional Issue

Examples:

• "Still not working."
• "New error appeared."
• "Partially fixed."

Move ticket to:

In Progress

Continue troubleshooting.

No Customer Response

If no response is received after the company's established follow-up process:

• Document outreach attempts.
• Move ticket to Closed according to company policy.

Knowledge Capture

Before closing the ticket, determine:

Did this ticket create new knowledge?

Examples:

• New troubleshooting procedure
• New vendor instructions
• New integration workflow
• New configuration process

If yes:

Create or update a Configuration Library article.

Goal

The goal of the Resolved stage is to confirm that all requested work has been completed, communicate the resolution to the customer, capture any new knowledge gained, and provide an opportunity for customer verification before the ticket is permanently closed.