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What does the "Request Resolved" button in my support request email do?

At Prodigy we're always doing our best to create the industry standard in support for our customers.

We want to do our best to ensure that every interaction you have with our support team resolves any issues you have and in a manner that meets with your satisfaction. 

With that in mind, we've introduced the "Request Resolved" button to all of our emailed interactions with customers.

It looks like this:

 

What does the button do?

The button allows you to indicate to our support team when you are satisfied that your request has been resolved. When you press it, it sets your emailed request to "solved" indicating that no further interaction is required. 

When should I press the button?

If you're satisfied that: 

  • All your questions have been answered
  • You have no outstanding concerns
  • The agent supporting you has provided you with all the information you need to solve the problem yourself
  • The agent has solved the problem for you
  • You've been able to resolve the problem yourself using self support tools

What if I press it by accident or I think of another question? 

Not a problem! We've got your covered. If either scenario occurs, you can still reply to the original email and it will open right back up for us so that we can continue to provide you with support until you're satisfied. 

How will I know if it worked?

When you press the button, you'll be brought to a confirmation page indicating your request has been set to "solved" and you'll receive a confirmation email follow up as well! 

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