Root Cause Actions

Root Cause Actions are a revamped management system within the Closedloop (CLF) platform designed to ensure that corrective steps taken during ticket resolution are meaningful, traceable, and actionable. By moving away from unstructured free-text notes, the system now enforces a mandatory linkage model where every action is explicitly tagged to a specific root cause. This structure drives accountability and provides deep insights into which actions effectively reduce ticket recurrence.

Watch this video for a quick overview of the Ticket Actions revamp and the new centralized root cause integration.

Administrators can manage the library of available actions through Workspace Settings. Please note that the "Root causes" and "Centralized root causes" tabs have been removed from this view to simplify management.

1. Navigate to Customer Experience → Closedloop → Workspace Settings → Root cause actions

   

2. If no actions exist, you will see a new empty state; click “Create new root cause action”.

   

3. Enter the Action title (e.g., Provide refund, Escalate to manager)

   

4. Select the Root Causes that should be linked to this new action. You must select at least one root cause to activate the create button.

   

5. Click Create.

   

In the list view, you can hover over an action to edit, copy or delete it. Deleting or editing an action will reflect across all tickets and activity logs.

Agents must now document specific actions tied to the identified issue before closing a ticket.

1. Open a Ticket and navigate to the dedicated Root cause tab.

   

2. Identify and select the Root Cause for the ticket first. This is required before actions become available.

   

3. Go to the Root Cause Actions tab to see the list of available actions.

   

4. Select the action taken by clicking the checkbox. A confirmation appears on top of the page to confirm action tagging.

   

5. If a necessary action is missing, Managers can click “+ Add root cause action” directly within the ticket to create a new association.

   

Yes. Hpwever, if the mandatory checklist feature is enabled, tickets cannot be resolved until a root cause action has been tagged to the ticket .

During the feature release, old ticket root cause data is automatically migrated to the new root cause action linked data format.