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.
Expert note
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.
A ticket management system is software used by customer support representatives to manage and store various customer queries from multiple channels. It streamlines all customer messages from social media, live chat, email, phone, and customer portals. A ticket management system must have features such as a single, centralized inbox, hybrid ticket stream, ticket splitting and merging, departments, tags, ticket routing, automation, data analytics and reporting, private notes, responsibilities/assignments, gamification, omnichannel support, SLA compliance, built-in CRM, internal chats and calls, and third-party integrations. Ticket management systems are used by customer support agents, IT staff, marketers, and sales representatives. Using Gmail or Outlook for ticket management may result in lost or forgotten tickets, duplicate answers, and difficulty in organization, search, and overview. Ticket management systems solve problems by improving slow response times, reducing churn, improving productivity, and increasing customer satisfaction.
Ticket forms, also known as contact forms, are a standard feature in most ticketing system solutions. They allow you to collect additional information from customers before they submit queries, using dropdown menus or mandatory fields. The form can be placed anywhere on your website to be easily accessible. Furthermore, they can be created for many types of service requests, allowing you to precisely enter individual content and specific categories. LiveAgent offers customizable ticket forms, transfer ticket function, and other related functions.
A ticket system is a common inbox for all customer tasks, with messages automatically converted into tickets. Key features include multi-channel availability, personalization, automation, personalized ticket pages, categories and tags, and the ability to build a knowledge base. LiveAgent is a ticketing system that automatically tracks and converts all customer problems into tickets. Ticket management systems streamline customer messages from multiple channels and must have features such as centralized inbox, ticket routing, and data analytics. Ticketing systems help improve response times, reduce churn, and increase productivity and satisfaction. An open source ticketing system is cost-effective compared to proprietary systems.
Ticket fields are data fields that contain information about customer inquiries. With LiveAgent help desk software, businesses can create custom ticket fields with various input options and validator options to ensure correct information is collected. These fields can improve response times and overall customer service by providing essential information for all support agents. The creation and use of custom ticket fields can help prioritize and categorize tickets, improving tracking and statistical analysis of customer needs. LiveAgent is a reliable and cost-effective solution for managing customer inquiries.
