What is a Closed ticket?
The final ticket status is usually dubbed ‘closed.’ Best practice in the industry requires that the customer and not the agent be the one to close the ticket after the latter changes the ticket status to ‘Resolved’ indicating that the requester concurs with the solution. If the client does not concur, he/she can just respond to the ticket and it will be taken out of the ‘Resolved’ stack.
Frequently Asked Questions
How to define a closed ticket?
A closed ticket is the final status of the ticket. Granting the status "closed" should follow the status "solution". The "closed" status means that the client agrees with the solution and the agent considers the matter closed.
Does LiveAgent automatically close a ticket?
LiveAgent allows automatic closing of tickets. If you want to set this option, you need to select a rule to specify when a specific ticket should be closed. When the system knows to close the ticket, it will do so automatically.
How to access a list of closed tickets?
If you want to access your closed tickets, you must enter LiveAgent and select your tickets. There you can find a closed ticket category as well as filter and search other ticket categories.
How do you close a ticket with no response?
Closing a ticket with no response refers to ending a customer's unresponded complaint or query. This process requires understanding why the customer isn't responding, possibly due to self-resolution or irrelevance. The ideal approach is reaching out to the customer. If they remain unresponsive and the issue seems resolved or irrelevant, the ticket may be closed with a record of contact attempts. Good communication and assessing customer’s needs are crucial. In case of doubt, consult a supervisor.
How do you close a ticket due to no response?
Closing a ticket due to no response involves setting a response timeframe considering urgency and standard times. A reminder is sent to the responsible party. If still unanswered, it is escalated or re-assigned. If unsuccessful, the ticket is closed, providing a clear explanation. Closing without a response can risk unresolved issues. Communication with the requester explaining the closure may be necessary.
How do you say we are closing the ticket?
To say "we are closing the ticket," you can use a straightforward and professional tone in your communication. It's important to convey the closure of the ticket clearly and respectfully. For example, you could say "The ticket has been resolved and is now closed," or "We have addressed the issue and the ticket is now closed." It's important to communicate the closure of the ticket clearly to avoid any confusion or misunderstandings.
Keep in mind that a closed ticket is not necessarily the end of a customer interaction. Use the opportunity to address any lingering issues and strengthen the customer relationship.
LiveAgent is a customer service software with features like complaint management, email management, and self-service software. It offers a free trial and GDPR-compliant policies. The ticketing system organizes and manages customer service requests to improve efficiency and provide real data insights. With features like universal inbox, CRM integration, and automation, LiveAgent's ticketing software helps improve response times and increase productivity.
Ticket management is a necessary feature of help desk management. A company uses ticket managing to answer customers’ requests.
Ticket scope defines what your agent is able to see and what's not. This tool manages the access to all information. Which agent will see what information.
Ticketing software LiveAgent is a highly recommended tool for improving customer service, communication, and support. It has helped businesses increase customer satisfaction and sales while saving time and improving productivity. Open tickets are crucial for efficient customer service, allowing clear communication between the customer and support team until the issue is resolved. LiveAgent's ticketing system can help streamline the process and ensure faster resolution times.