Next steps on your terms, then the result
Kobal lines up the next step for each problem, grouped by what could go wrong, and follows the rule you’ve set for that kind of action. Once enough new tickets are in, it runs the check that found the problem again and tells you whether it worked.
Set it action by action
You choose, for each kind of action, whether it’s off, waits for your yes or runs on its own, so trusting Kobal with tags never lets it email a customer. Every change is kept with who made it, so you can see the rule as it stood on the day anything went out.
- Runs on its ownTags, links, a report you scheduled: work a customer never sees.
- Waits for your yesHand-offs, CRM flags and changes to your setup.
- OffPublishing to your help centre, until you switch it on.
Customers hear from your team. Kobal drafts replies and notices for your agents to send. Sending anything to a customer is off, and stays off.
The rule for handing off to a team in Slack, set to wait for your yes, with three versions by Arthur. Monday’s hand-off to #billing-eng is pinned to version 3, the one that allowed it. Change the rule and a new version appears with your name, while the hand-off keeps version 3.
- Limit
- 10 an hour, 30 a day
- Who can approve
- Support leads
- Undo
- The message can be deleted
History
- v38 Sep · ArthurLimit lowered to 10 an hour, 30 a dayUsed by
Hand-off posted to #billing-engMonday 09:20 · Approved by Arthur
Allowed by v3 - v219 Aug · ArthurAdded #identity-eng
- v14 Aug · ArthurSet up: waits for your yes
Quiet, never hidden
Whatever runs on its own lands in one log instead of your feed, each line with the rule that allowed it. Undo sits on the line wherever the tool has one, and your helpdesk shows every change as Kobal’s.
The log of what Kobal ran on its own since Friday, each line with the rule that allowed it, one line held at its hourly limit. Beside it, ticket #8398 in the helpdesk shows the “billing-release” tag Kobal added, marked as Kobal’s. Undo the tag in the log and it leaves the ticket.
Kobal also handled 9 things since Friday
- Mon 09:02Tagged 44 tickets “billing-release”Helpdesk · Tag tickets v2
- Mon 07:40Set priority to Urgent on 6 SSO ticketsHelpdesk · Correct priority v1
- Sat 10:05Linked 14 tickets to “Charged twice at renewal”Helpdesk · Link to a problem v1
- Fri 21:10Linked 30 tickets to “Charged twice at renewal”Helpdesk · Link to a problem v18 held over the hourly limit · you were told
- Fri 18:00Sent the scheduled Friday summary to #support-leadsSlack · Scheduled reports v1Can’t be unsent
4 more
No floods. Every kind of action has a limit per hour and per day. Past it, the rest waits and Kobal tells you.
Your yes gets an answer
When an action was meant to fix something, Kobal runs the check that found the problem again once enough new tickets are in, and writes what it found next to your yes. You learn which of your decisions worked, not just which ones went out.
How that check worksHow help-centre fixes are measured
It won’t call it early. On a quiet problem the answer takes longer, and until then it reads measuring, never solved.
Questions, answered
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Know whether the fix actually worked
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