Closing a ticket.

#1 04-10-2008, 07:05 AM

We have the new "Gator" ticket interface which is a vast improvement on the previous system but there is no way for a customer to close a ticket.

I have 2 tickets now "On Hold" that are as far as I am concerned answered, yet I cannot close them.

ldearing · #2 04-10-2008, 07:55 AM

i noticed a similar situation yesterday.... when my question was answered i replied back, thank you .... you may close ticket, i recieved a reply thanking me for my reply and that someone would re-reply back shortly????

whatrevolution · #3 04-10-2008, 08:31 AM

Quote:

Originally Posted by ldearing

i noticed a similar situation yesterday.... when my question was answered i replied back, thank you .... you may close ticket, i recieved a reply thanking me for my reply and that someone would re-reply back shortly????

That's because the vast majority of them aren't even reading the tickets. I can only conclude that, since over 75% of the responses I get are barely, if at all, relevant to what I've said to them. They also seem to have a habit of scanning the ticket text as quickly as possible, and only the top post or two, looking for magical key words that will simply let them say something about the ticket in reply, and get another response point for themselves.

#4 04-10-2008, 09:55 AM

Quote:

Originally Posted by whatrevolution

That's because the vast majority of them aren't even reading the tickets. I can only conclude that, since over 75% of the responses I get are barely, if at all, relevant to what I've said to them. They also seem to have a habit of scanning the ticket text as quickly as possible, and only the top post or two, looking for magical key words that will simply let them say something about the ticket in reply, and get another response point for themselves.

I have had better luck with getting the correct answers to my queries, I have only had one "total garbage" response on a ticket and one on the live chat, the norm is I get a good helpful response.

The point is there is no mechanism to close a ticket. At other companies I use there is a "Close Ticket" system for the customer,this means that if they resolve the issue themselves or the problem is solved they can end the ticket and it is removed from the support list.Here it just stays open or on hold.

whatrevolution · #5 04-10-2008, 02:06 PM

I agree, closing a ticket yourself would help HG avoid wasting time.

I've had 4 or 5 "total garbage" tickets, myself. I showed my tech support friend, without saying much about it before hand, and it was his response that, "... I at least read the ticket first".

ghpk · #6 04-10-2008, 02:24 PM

Count my vote for Close Ticket button.

however I ask Live chat to close a ticket for me.
that was easy and fast.

Mooska · #7 04-10-2008, 02:30 PM

I think both HG and Clients should be closing tickets sometimes we resolve the matter on our own I have several right now in regards to add on services they need to be closed as well to be out of the way of my technical needs.

#8 04-10-2008, 03:01 PM

What I usually do is once the issue is solved, in my last reply I thank them for the help, tell them it was resolved, and ask them to close the ticket.

Pazeh · #9 04-10-2008, 05:38 PM

Quote:

Originally Posted by ldearing

i noticed a similar situation yesterday.... when my question was answered i replied back, thank you .... you may close ticket, i recieved a reply thanking me for my reply and that someone would re-reply back shortly????

that is an AUTOMATED reply, just to let you know that they got your email. It has nothing to do with HG reading or not reading your ticket.

As for the suggestion, I bet that it is a great one, easy to implement & should help reduce the ticket cue

***GatorChrisN*** · #10 04-10-2008, 07:39 PM

I figured i'd try and shed some light on this topic. The reason our ticket system does not allow you to close the ticket on your end is that if the same problem resurfaces down the road or you have any problems related to that same issue, you can just reply to the ticket rather than opening a new ticket. It makes referencing a repeat issue easier for us and better for the customer (typically).

That being said, I realize that it must be confusing for some customers, and every day I see a ticket or two where the customer thinks that the auto-reply means they have to reply to it to update the ticket, which only further delays our response to them. Our developer is constantly tweaking/changing things in the ticket system so maybe one day it will be PERFECT

Hey, a guy can dream right?

Thank you guys for your business!

kmaw · #11 04-10-2008, 10:11 PM

What about with Kayako?? -- even when the ticket was closed it would re-open when another reply was submitted. I guess this system is less confusing?

whatrevolution · #12 04-11-2008, 12:19 AM

Closing a ticket does not mean deleting it. Closing simply means, to me, ending the "open" status of the ticket.

*shrug*

Mooska · #13 04-11-2008, 08:33 AM

Im with whatrevolution is saying the tickets are always saying on hold, when really the matter is done and over with. Like configuring a backup drive something you do once and done and over with at the end... I do agree I think tickets should be closed(without deleting) and show as closed when issue is resolved. For issues either end are WAITING for any last response should go on HOLD, and issues active should say active and issues not tended yet should say its pending... I hate the OPEN part because I do not know if the techs are on the matter or if Im still waiting in line with ticket number 7898