Closing Tickets

One of the things that drives me up the wall about hosts is when they close tickets for the customer. Some of them do it because their help desk only supports open/closed and they need a way to show the customer has not replied.
Others mark it as closed when a tech has taken action, although it may not be the full action needed.
What is your general policy on when to close a ticket?
I mark all of mine as closed after the customer has replied everything works, or after 72 hours of no reply.





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I typically give it a few days before the ticket is closed. Like you, I abhor tickets being closed immediately after staff replies. If a ticket hasn't been replied to in a few days, it's usually a good indication that it's resolved.





__________________Linux Tech Networks: Reliable Server Administration and Monitoring since 2002VBulletin Development: VBulletin customizations, development, hosting and leased licenses

Quote:



Originally Posted by SpruceHost


One of the things that drives me up the wall about hosts is when they close tickets for the customer. Some of them do it because their help desk only supports open/closed and they need a way to show the customer has not replied.
Others mark it as closed when a tech has taken action, although it may not be the full action needed.
What is your general policy on when to close a ticket?
I mark all of mine as closed after the customer has replied everything works, or after 72 hours of no reply.


We basically do the same thing, but all sales tickets are closed once we make a reply to them.





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We use Kayako, and made a new level called "awaiting reply". If we're waiting to hear back, it goes there. If we've settled the matter but think the client might still have something to say, it goes in "hold", one of the default states in Kayako. If we're sure it's fixed, it gets closed...but we include a "if you need to add anything, simply respond to reopen" message.





__________________Did you know WHT has rules and a help desk?%20, The Final Frontier

What we do is to leave all tickets which are answered or resolved as "Answered" and it will be automatically closed after 72 hours if there is no new reply posted.
If a ticket needs to be on hold, monitored or awaiting for reply, we will leave it as "On Hold" or "In Progress". After everything is resolved, these tickets will be marked as "Answered" as well and the system will automatically closes it.
As bear have stated, once the ticket is automatically closed after 72 hours, we will include the "if you need to add anything, simply respond to reopen" message.





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We set rules to 'Awaiting Response' or 'on hold'.. I get annoyed when I've submitted a ticket somewhere and it got closed straight away, it promotes a 'we dont wanna talk to you' attitude and I don't like being ignored, LOL!





__________________Carl Pickering, Line3 Internethttp://www.line3.co.uk
UK VPS Provider; 99.98% uptime

Quote:



Originally Posted by L3-Carl


I don't like being ignored, LOL!


Sorry...you say something?





__________________Did you know WHT has rules and a help desk?%20, The Final Frontier

Quote:



Originally Posted by bear


Sorry...you say something?


Harsh .. Totally set myself up for it tho didn't i? LOL!
*stamps his feet*





__________________Carl Pickering, Line3 Internethttp://www.line3.co.uk
UK VPS Provider; 99.98% uptime

It depends how overloaded the helpdesk is at the time. If the problem is sorted, the ticket will be closed straight away although if there is only a few support requests, tickets will stay open for atleast 24hours.

If the problem is resolved then ticket closed. I tend to leave the ticket open though to give the customer a chance to reply as I have my help desk setup to automatically close tickets that have not been responded to in 48 hours (if I know it will take longer than 48 hours I set the ticket as "In Progress" to prevent it from closing).
This is just me personally, I let my staff do it however they want for the most part, either closing it themselves or letting the system do it for them. As long as the ticket isn't in the "Open" or "Customer-Reply" state I'm fine.





__________________-Joe

Our ticket system marks tickets as answered or customer reply depending on how it's going. We only close tickets after the customer hasn't replied or has indicated that everything is working as they want it to.





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