When to close a ticket

Version 1.2 – May 2020

Author: Ishi

Audience: Bookings team

Description

This document describes in which cases a ticket inquire (email arriving to the Help Desk system) should be closed and when to keep it open.

Answer

Generally speaking, a ticket can be closed whenever the issue te customer rised have been addressed completely and there is nothing else to do from your side.

For Example:

Customer: “I would love to talk with a senior teacher regarding curriculum to see if this is a fit for me 🙂
are you accepting students for November, I wont be able to attend the August course unfortunately.”

In this case the best practice will be:

1) Contact the student confirming a senior teacher will contact him within the next 48hr. and answering any other pending question.

2) Contact the teacher to request him to get in touch with the student and keep the ticket open.

3) Once you an confirm that the teacher has contacted the student and the interview has taken place and there is nothing else to do from you side, then close the ticket.

We wouldn’t close this ticket before as may be the teacher forgets to contact the student. Always to confirm that issue has been correctly address before closing a ticket.