Resolve Your Tickets and Involve the Customers
All good things must come to an end. Solving the ticket is nearly the endgame in its journey. You can change the status to Solved after the customer confirms (or otherwise) that the solution or service provided is satisfactory. When the customer is satisfied, the ticket will reach its final state, which is Closed.
Typically, the customer is advised by phone or email that their issue is solved, inviting them to get back in touch, or reply to the email within a certain period of days (3 or 4 days is typical) if the issue hasn’t gone away. If that happens, the ticket returns to Open.
Some ITSM applications allow the Service Desk team, or designated people, to close tickets, but this is not ITIL best practice. Zendesk can be programmed to offer this option, but it’s not present as standard.
The good news is that you have had a call from the website team to say that they have fixed character and space issues in multiple fields on the promotions sites, so you can mark the relevant tickets as Solved (resolved):
As you’ve seen in the video, we can make changes to the fields of multiple tickets in Zendesk by selecting and choosing Edit tickets in the right top hand corner:
From here, we can update multiple fields, including the Assignee, Type, Priority fields, to name a few.
We just want to update the reply for these tickets so we will enter the text we would like to send to Jordan and Riley:
Hi,
I can confirm the issue has now been resolved by our developers. We have tested everything on our side, and you should be able to log in.
Please check that you are now able to log in and get back to us if you still have any issues.
Thanks
It is important that we add a note confirming to the customer that their issue has been fixed. It’s even more important to tell them it would be great if they would check things on their side and come back if they still have issues; otherwise, the ticket will auto-close in 4 days (Zendesk default).
Once that’s done, don’t forget to move to the bottom right of the screen and select Submit as Solved.
Should I mention the person who solved the issue in this note?
It is better not to. We’d like the customer to see our support service as one big happy family, with a managed front desk (L1 support). If we mention a person by name, the customer may try to go directly to that person if they have a similar issue in the future. This defeats the purpose of having a service desk, probably means a ticket is not created, disrupts the specialists’ planned work, starts conversations with the wrong person, and affects ticket reporting.
Don’t isolate resolution ownership ❌ | Resolution is a team effort ✅ |
“Jo in the networking team found a faulty switch and has swapped it out.” | “We’ve identified and replaced a faulty network switch, and confirmed that the data storage unit can now be reached.” |
Let’s Recap!
When a ticket is resolved, its status is Solved.
Best practice states that the customer closes their tickets and not the support desk. Often, this automatically occurs if no additional feedback is provided within a timeframe (by default 4 days for Zendesk).
Use language that refers to the support team as a single functional unit rather than individuals or other departments. It encourages the customer to use the L1 support channels for all contacts.
Zendesk allows you to edit multiple tickets at the same time.
Wow, we have come to the final step in managing a ticket lifecycle! That was quite some knowledge and practice we’ve been through. Let’s see how much of it did stick with the quiz before we move on to discovering how we can use our ticket data.
