After resolving the user's request, the agent closes it in EddyDesk. After a while the client can ask a new question and then the contact center returns to work to that request.

This situation creates a long correspondence on different topics within one discussion and request. It becomes difficult to quickly find the necessary information, which can lead to a decrease in customer service quality as a result.

To create a new request when a user comes back with a new question, it is possible to lock the request from any changes in EddyDesk. You can lock a request manually or set up automatic locking after a specified time for all completed requests.