Closed ticket means thanks?

[AdrianB]

When support has done their job and fixed whatever problem I had or answered my question I usually close the support ticket. It would be nice to be able to say thanks and then close the ticket. But if I say thanks, then the ticket is flagged as New and support has to look at it (and answer, I think) before I can close it. So this means I would steal some time from support for a non-support issue.

So this is my question to Jag: Would the support prefer if we just close the ticket when we're satisfied or would they prefer a "thanks, now it's working"?

[FreeFall]

i used to say thanks on occasions, you used to be able to do what you said, reply and close it yourself, a while back. Dont know why they changed it, i assume they had a reason; maybe because if you reply then they have to look at it or get a notification that a client updated the ticket, i dunno.

[Sponge]

Yeah I fnd myself with the same problem alot.

What you can do is say thanks and then follow with: "You can close this ticket now."
Usually they'll see your post and then close it.

[puppet]

Well, I usually say thanks when I send the first ticket, like a signature or so... It's the only I've found to say something to the ppl that are helping me

[Spathiphyllum]

I do what Sponge does:

"Thank you, TechX (usually masood). The issue has been resolved. Please close this ticket at your leisure."

Short, sweet, and appreciative.

[the_ancient]

"Thanks in Advance"


But I my last ticket was -- 2005-06-29 / 07:09:18

[jason]

I usually reply to the "please check to see that this has corrected the poblem" reply with "yes, the problem is corrected. Thank you for your help." After I do that I usually get an email notifying of a ticket staus update. It is usually a "you're welcome." When I get to the ticket system the ticket is usually closed. If not, I close it then.

With the really old system that was in place when I first stated hosting here that's all you could do--there was no way to self-close tickets.

Speaking of tickets, I have an open one that I need to go finialize...

--Jason

[JPC-Greg]

When support has done their job and fixed whatever problem I had or answered my question I usually close the support ticket. It would be nice to be able to say thanks and then close the ticket. But if I say thanks, then the ticket is flagged as New and support has to look at it (and answer, I think) before I can close it. So this means I would steal some time from support for a non-support issue.

So this is my question to Jag: Would the support prefer if we just close the ticket when we're satisfied or would they prefer a "thanks, now it's working"?

Just closing it would be thanks enough, as it wouldnt repopulate our system. We'll be adding in some updates for this newer system including some feedback options such as letting us (management) know how well your ticket was handled .

[AdrianB]

Thanks for the feedback everyone, it seems I'm not the only one who thought of this.

Just closing it would be thanks enough, as it wouldnt repopulate our system.

Ok, then I'll continue to close my tickets (and send thank you-thoughts to support ).

We'll be adding in some updates for this newer system including some feedback options such as letting us (management) know how well your ticket was handled .

That will be nice.

[Gwaihir]

Can't help finding myself confirming it with a "thanks" when something's really done either. I remember even bringing in a bug related to this, shortly after the option to close an unanswered ticket was removed. (The option was gone, but the button still there, closing the wrong ticket..)

Aside from the thanks aspect, it's just nice to be able to make a final note / comment for reference that states to all (including oneself) that the issue was indeed resolved. So.. it would be cool to get the option to close ticket with note (does NOT alert support).

[Galen]

I agree. I'd like to see a checkbox option for "Close on Reply" to automatically close the ticket when you reply to it.

[Vin DSL]

Just closing it would be thanks enough, as it wouldnt repopulate our system.

Speaking of which... sometimes Tech Support responds too fast...

When I contact Tech Support, it's usually because of an ongoing problem, e.g. I reopen a ticket. Most of the time, before I have a chance to add a *new* reply, Tech Support has read the *old* ticket and responded, "This problem has already been fixed. Please contact us if you need further assistance."

LoL! Doesn't bother me, but 'they' are sorta spinning their wheels, you know?

I think it would be better, for you guys, if reopened tickets didn't 'repopulate' your system until the submit button is clicked -- but that's just me...

[JPC-Greg]

Now theres a good idea Vin. Ive made that change.

[the_ancient]

Speaking of which... sometimes Tech Support responds too fast...
.

man people complain about everything dont that

[snick]

the few times i've had to open a ticket my last reply was "it's all set, thanks. please close the ticket."


I know from where i work it's satisfying to beable to close the ticket, i assume it's the same for these fine folk.