Conversations
Close, snooze, and reopen policy
Standardize lifecycle transitions for predictable workload and cleaner reporting.
Samdesk execution pattern
Use this checklist for consistent case execution:
- Define owner and expected outcome before taking action.
- Work in fixed sequence: triage -> action -> validation -> follow-up.
- Log key decisions briefly so handoffs and escalations stay clean.
Lifecycle guidelines
resolved: fully addressed.snoozed: waiting for timed follow-up.reopen/open: new actionable customer input.
Practical flow
- Close with explicit customer update.
- Snooze only with clear trigger.
- Reopen immediately on issue continuation.
