Change Gladly status mappings in Assembled | Workforce Management

Change Gladly status mappings in Assembled

Connie

Assembled currently categorizes both "cases responded to" and "conversations closed" as "solved" or "closed," since any "answered" ticket from Gladly is considered "solved." However, this can lead to inaccurate forecasting, as "answered" tickets are not always "solved" or "closed".

April 10, 2025

Connie

Another use case for more detailed status mapping in Gladly is the handling of abandoned calls. Currently, these calls are not appearing accurately in Assembled, leading to discrepancies between the two systems.