Comments on: Support Desk Basics: Only Customers Can Close Tickets http://raisedbyturtles.org/first-law-support-tickets/ None of the News that's Fit to Print Mon, 14 May 2012 02:58:37 +0000 hourly 1 http://wordpress.org/?v=3.3.2 By: Tom http://raisedbyturtles.org/first-law-support-tickets/comment-page-1/#comment-1634 Tom Mon, 11 Oct 2010 15:41:33 +0000 http://raisedbyturtles.org/?p=129#comment-1634 Thanks Craig. That makes sense. I know some places where they "resolve" the ticket and then, after a specificied period of inactivity, the "close" it and you get an email saying "This issue was closed after two weeks of inactivity. If you need to reopen the issue, please go to [LINK]" That's a good system for finding some balance. Thanks Craig. That makes sense. I know some places where they “resolve” the ticket and then, after a specificied period of inactivity, the “close” it and you get an email saying “This issue was closed after two weeks of inactivity. If you need to reopen the issue, please go to [LINK]”

That’s a good system for finding some balance.

]]> By: craig http://raisedbyturtles.org/first-law-support-tickets/comment-page-1/#comment-1495 craig Tue, 23 Feb 2010 17:13:09 +0000 http://raisedbyturtles.org/?p=129#comment-1495 ... here we 'resolve' tickets; but only close on customer approval. One has to balance the issue that often ( 30% maybe) a customer will cease communicating when an issue has been resolved. So after a period of time we 'resolve' the ticket and the customer gets an email saying that it has been resolved but can be un-resolved at any time etc. etc. … here we ‘resolve’ tickets; but only close on customer approval. One has to balance the issue that often ( 30% maybe) a customer will cease communicating when an issue has been resolved. So after a period of time we ‘resolve’ the ticket and the customer gets an email saying that it has been resolved but can be un-resolved at any time etc. etc.

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