Review the designed inputs in the fit finder, then adapt them to your own team.
Open this example in the fit finderThe first practical move
Define resolved, assign ownership and test escalation. Reconstruct five old cases and check whether the team can locate history and see what remains open.
Why the category boundary matters
A helpdesk is the first category to investigate; Tidio is one independent research profile. Promotional messaging and business-account data do not repair the missing resolution process.
What the pilot should measure
Open-case age, repeat contact, useful response and verified resolution.
This is a designed example, not a report of customer use, provider testing or measured performance. Replace the assumptions with your actual conditions before making a purchase.
The assumptions used in this example
These are designed inputs, not a measured customer case. Every assessment answer is listed below. Review the assumptions in the fit finder and change them before applying the plan to your team.
Scroll horizontally to read all columns.
| Assessment input | Illustrative answer |
|---|---|
| What job needs to improve? | Resolve customer issues |
| Who is on the other side? | Consumers |
| Where does the work start? | Existing customer request |
| How many relevant items per month? | 101–500 |
| How long does a decision usually take? | Under 14 days |
| Where is the current record? | Shared spreadsheet |
| Is the contact basis documented for this task? | Documented and reviewed for this task |
| What information is missing? | Customer history |
| How can records move between tools? | Manual entry |
| Who owns replies and exceptions? | A team of 2–5 |
| What is the monthly software budget? | $100–$300 |
| Capabilities already available | None selected |
| Separate production tasks | None selected |
Trace one item through the workflow
A customer asks about an unresolved delivery problem for a second time. The team needs the previous answer, current issue state and next owner. Sending a tracking link may be useful, but the case remains open if it does not resolve the actual problem.
A practical setup sequence
- Separate open questions, complaints and cases requiring investigation.
- Define the completion condition for each major case type.
- Move five representative issues into one visible queue with owners.
- Test an unknown answer, an offline request and an escalation to another operator.
- Inspect the history and reopen behavior before enabling more automated responses.
The working record
Scroll horizontally to read all columns.
| Part of the record | What must remain visible |
|---|---|
| Case identity | Customer context and original source, using only necessary data |
| Current state | Open, waiting, escalated or resolved under the agreed definitions |
| History | What has already been tried and what the customer still needs |
| Ownership | The receiving operator and recovery responsibility |
What would stop the pilot
Stop if an acknowledgement is counted as resolution, if an automated answer closes an uncertain case or if escalation loses the history. An attractive response interface does not establish a functioning resolution queue.
Compare open-case age, first useful response, repeat contact, escalation correctness and verified resolution. Keep automated answer counts separate from resolved cases.
Working files
Blank templates for your own planning. These contain no customer records and are not submitted to Sales Fit Lab.
Use the blank fields for your own task, owner, exception and acceptance conditions.