Once you are confident that the query in the ticket you are managing has been resolved, there are a few steps you need to follow to finalise the ticket.
The steps below highlight the process taken to changing the status of your ticket to resolved.
Clicking on the image below will increase its size.
Once you have changed the status of your ticket to resolved, the customer will receive a notification in their email alerting them to the resolution of their ticket. The email will include a customer satisfaction survey and a sentence informing them that any replies to the notification email will re-open the ticket.
Once the ticket has been set to resolve for 24 hours without any return correspondence from the customer, the ticket will automatically be set to close by the system.
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