360 ticket closure process
Please follow the below-mentioned process for 360 degree ticket closure
Process Update: All the Tickets closed by cross departments will be moved to Support Pipeline and will be reassigned to the Ticket owner who escalated the case to other departments.
The ticket will be available in the Resolved state in Support Pipeline.
Following are the steps that need to be followed for closing the ticket and to ensure 360-degree closure of the issue.
If Tickets are in Resolved state process to be followed:
Calls:
Call the user who has raised the ticket
Inform them that the issue highlighted has been resolved by Department {Department Assigned to}
Cross-verify if the issue is resolved at the customer end.
If the customer needs time to validate and confirm if the issue is resolved then,
Script:
The issue is resolved by the support team please validate and let us know if the issue still persists or not. If the issue still persists you may respond to the same email or you may reach out to us at 86828 33333 with a Ticket Number (Ticket Number) so that we can reopen the case.
Thank you for contacting LEAD.
If the customer doesn't respond to the call.
Make 2 attempts within 4 hrs If still there is no response then you may close the ticket by sending an email
Email Script:
"Hi _______,
This is to bring to your notice that the issue has been resolved by Support Team.
We tried to contact you to close the ticket.
Please feel free to reach out to us if the issue still persists by replying to this email. We will reopen the case for further analysis.
The ticket will be available in the Resolved state in Support Pipeline.
Following are the steps that need to be followed for closing the ticket and to ensure 360-degree closure of the issue.
If Tickets are in Resolved state process to be followed:
Calls:
Call the user who has raised the ticket
Inform them that the issue highlighted has been resolved by Department {Department Assigned to}
Cross-verify if the issue is resolved at the customer end.
If the customer needs time to validate and confirm if the issue is resolved then,
Script:
The issue is resolved by the support team please validate and let us know if the issue still persists or not. If the issue still persists you may respond to the same email or you may reach out to us at 86828 33333 with a Ticket Number (Ticket Number) so that we can reopen the case.
Thank you for contacting LEAD.
If the customer doesn't respond to the call.
Make 2 attempts within 4 hrs If still there is no response then you may close the ticket by sending an email
Email Script:
"Hi _______,
This is to bring to your notice that the issue has been resolved by Support Team.
We tried to contact you to close the ticket.
Please feel free to reach out to us if the issue still persists by replying to this email. We will reopen the case for further analysis.