Closed Ticket

What is a closed ticket? 

Customer service queries are recorded internally as individual ‘tickets’, and the status of these tickets helps teams manage incoming issues. A closed ticket is a status assigned by customer support agents to tickets once they are resolved and don’t require further action. The efficient management of tickets allows agents to close tickets at a healthy pace and improve customer satisfaction. 

What are the criteria to close a ticket? 

Now that you understand what a closed ticket is, let's understand the criteria to close a ticket:

1. Ensure that the customer's reported issue or request has been fully addressed and resolved satisfactorily. 
2. Obtain confirmation from the customer that they are satisfied with the resolution provided. 
3. Verify that any necessary actions, such as tasks or follow-ups, related to the ticket have been completed. 
4. Ensure all relevant details, including troubleshooting steps taken and resolutions applied, are documented in the ticket. 
5. Conduct a quality check to ensure the ticket handling process meets predefined service level agreements (SLAs) and quality standards. 
6. Notify the customer that the ticket is being closed and provide any necessary information or next steps.