Tickets are investigated carefully so they can be handled in the best and most efficient way possible. And so our reports, dashboards and metrics are pulling accurate data.
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Important note about sending messages to customers:
- Comments will be shared with anyone listed in "Reporter" or "Request Participants" fields
- Any edits you make to your message after hitting 'send' won't be sent to the customer. So be sure to proofread first.
A ticket can be closed when:
- Customer has confirmed that the issue is resolved
- We believe the issue is resolved, and at least one attempt to confirm with the customer has been made. If we don’t get a reply 24 hours after we send a confirmation, the ticket can be closed.
- When we can't proceed without customer input (additional details, a more thorough description of what has happened), and customer has been unresponsive after we’ve attempted to follow up at least twice (2x).
- When there is an active low-priority dev ticket
Here is more detail on closing tickets