Hi!
We are having an issue as of lately where Service Titan chats with customers are being closed before they are being responded to. We require our staff to be the last one to reply in a message so that we know it was resolved and who resolved it.
In order to find out who closed a chat, we have to send a message to Service Titan support, and it will be at least 3 days before we have a final answer, but has taken up to 2 weeks with unsuccessful results. We need this information to be readily available to management so that we can train quickly on it. By the time 3 days has past, the person who closed the chat can no longer remember what they were doing and its so much harder to make it a trainable moment.
How does everyone else deal with this issue? What is your process on Service Titan chats to make sure each customer was taken care of?
Service Titan - PLEASE make this information readily available without having to go through support!
