Ticket closure and feedback

Ticket closure and feedback

Menu Path : Tickets
Accessible to : Support Representatives

Ticket Closure


  1. If the Support rep (who is the Ticket owner) feels he has resolved the issue the final remarks can be given and ticket can be closed using the 'Close Ticket' button
  2. If an approval is needed from the Customer Owner then the ticket will be routed to the Customer Owner for final approval and closure
  3. Group leader can also close the ticket on behalf of Support rep

When the ticket is a closed an email alert is sent to the customer.

Approval of Closure

Ticket can be sent for approval after closure to the employee who has raised the ticket or in case of B2B customers to the Customer owner.

Explanation of row colors


Rows are shown in three different colors depending upon the status of ticket -

  1. No color - ticket is under normal resolution time
  2. Green - ticket has been closed in normal resolution time
  3. Yellow - ticket is in L1 - L4 escalation but SLA has not been violated
  4. Pink - SLA has been violated

End status of ticket color would be green, yellow or pink.

User Feedback


The group leader can request feedback from a employee on a closed ticket. This feedback can be requested only once. This is done by clicking on "Feedback" button. The feedback can be viewed in the conversation history on the ticket.



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