1. Product limitation.
2. Plan limitation.
3. Implementation, custom requests and set-up queries which are purely handled by success.
4. Waiting on Dev cases/ Bugs: which are taking longer time for fix (Email communication to dev is must on these cases).
5. Dev-Ops side issues/ Server side problems – where the behavior is transient (re-occurred more than once on same day, ex: slowness issue).
6. Purely training requests and not product issues – handled by success or sales.
7. Third party app discussion like Exotel, Knowlarity – after a check is done that everything is working fine from LeadSquared side.
8. When you split a very old case – when customer have multiple queries and old discussion is resolved.
9. Old backlogs (Talk to Leads or manager).
10. Attendance discrepancy for Byjus.
11. Call recording Issues.
Note – Add a private comment with reason to soft-close and place those tickets under status – “Soft Closures – No action needed” (Make sure all freshdesk ticket fields are filled before passing for a soft-close).
