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  1. #1

    Is close open ticket without reply is good?

    My one web host do not offer live chat support, only supports email. When I open a ticket they close it without given any reply as the issue mentioned in ticket was old not solved since last 6 months. So, I want to know is it good to close ticket without any reply?
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  2. #2
    Join Date
    Jan 2011
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    453
    Hello,

    It is really not a good practice. Even a thank you should be replied ! If the client themselves closes the ticket there is no need to reply it.

    This is my opinion.
    " Your work is to discover your work and then with all your heart to give yourself to it. "

    That's the mark of a true professional !
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  3. #3
    Join Date
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    Out of curiosity, what hosting provider is doing this? It sounds a bit strange to me
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  4. #4
    Quote Originally Posted by nancysmith View Post
    So, I want to know is it good to close ticket without any reply?
    No, it's not customer friendly to close a ticket without any reply. The customer may feel like being ignored and not valued by the webhost and move to another hosting company.

    Tom Tomson
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  5. #5
    Join Date
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    But they might have closed it by error. Try contacting them again before jumping to any conclusions.
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  6. #6
    Join Date
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    Quote Originally Posted by rds100 View Post
    But they might have closed it by error. Try contacting them again before jumping to any conclusions.
    That's a great point I would like to think that there isn't a host that would do this on purpose although I'm likely wrong.
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  7. #7
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    Only once I gave ever closed a ticket without a reply and that is when I was testing all possibilities with my billing system a while back and I was the one who sent in the support request using another email address.

    I agree with the others that they may not have closed it intentionally so you should send in another one to see what happens. Also if they are taking 6 months to answer a support ticket then I would of fired my support department a long time ago. Lol
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  8. #8
    Join Date
    Jul 2007
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    Even if the issue is a very old one, the host should always close the ticket with an appropriate reply.
    Prashant T.

    Don't run after Success. Run after Excellence and Success will soon follow.
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  9. #9
    Join Date
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    Its not a very friendly manner. If it is a open ticket, it would at least been replied by the hosting company.
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  10. #10
    I would try to send another ticket but yea it is not a good practice and if I were the client I prob would be looking for another host.

    I would never do this to one of my customers.
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  11. #11
    Join Date
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    Something doesn't sound right about this - seems the provider may have just overlooked something. Generally though if you reply to the ticket it'll automatically re-open, so you may want to try doing that (or opening a new ticket altogether).
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  12. #12
    Join Date
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    If it was closed without any reply then it was unethical (bad customer service).
    Even it's a 6 month old ticket, there should be a reason why it was closed.

    Well, perhaps this way should be good, such as set an automated reply with template saying:
    "Dear customer, this ticket is now automatically set to closed as it's been 6 months without any updates/activities. You may reply to re-open this ticket/issue."
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  13. #13
    Join Date
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    We either solve the problem and get a confirmation the issue was taken care of and close the ticket. Simple as that.

    No need to say "closing the ticket now"
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  14. #14
    Greetings,

    Closing a ticket without any explanation is completely unprofessional.

    Now a days an automated message like "We have not received any response - this ticket will be closed if not responded within 48 hrs." is used by most hosts which is actually good for tickets with OPEN status for ages from the client side.

    Best Regards,
    Abhijit
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  15. #15
    As stated a lot of times if you had a valid issue and they didn't solved it they don't deserve their money .
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  16. #16
    Join Date
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    Quote Originally Posted by handsomeabhi View Post
    Greetings,

    Closing a ticket without any explanation is completely unprofessional.

    Now a days an automated message like "We have not received any response - this ticket will be closed if not responded within 48 hrs." is used by most hosts which is actually good for tickets with OPEN status for ages from the client side.

    Best Regards,
    Abhijit
    Even I would say the same. I think you should get at least the auto-response thingie!
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  17. #17
    Thanks to all for your valuable replies.
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  18. #18
    Then that would be a bad customer service . I will suggest you to go with other hosting provider.
    Unless your mail look like spam mail or not they must be reply you .
    Even they unable to help you they also need to reply you.
    Mostly ticket need to be reply within 24 hours. If more than one day then i consider that the poor service.
    Last edited by writespeak; 05-30-2011 at 05:48 PM.
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  19. #19
    Join Date
    Jan 2011
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    Very bad customer service, they should reply something.

    I would like to know the name that hosting provider?
    Last edited by writespeak; 05-30-2011 at 05:49 PM.
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  20. #20
    Join Date
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    No, In my mind this is bad practice; could be seen as rude.
    Last edited by writespeak; 05-30-2011 at 05:49 PM.
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  21. #21
    Join Date
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    Yes, it would be very rude.

    Think yourself as customer
    Last edited by writespeak; 05-30-2011 at 05:50 PM.
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  22. #22
    These days number of people are coming in hosting business but some are not able to maintain business ethics specially needed in hosting business such as reliability, assistance and promise.
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