Agents forget to click "Send on Save"
We have been using this product for about a year now. It is going quite well for us, but one problem that we contently run into are agents forgetting to click the "Send on Save" checkbox. They are solving incidents, but forgetting to notify the user.
Does anyone else have this problem? I'd like to know any solutions you might have.
I was trying to figure if I could write a report that shows me every incident that had a response added, but nothing actually sent.
I also wondered about auto populating the "Save on Send" box if the agent types a response.