Good practices closing tickets
Posted on 2013-01-22
What´s your opinion about closing tickets according to best practices?
We are an IT Provider and one of our services is offering support and management to users.
One of our differentials is that we only close the tickets opened by users with their formal authorization (by email, by adding their authorization in the service desk tool, by printscreen if they authorize via IM etc).
The problem with this practice is when the user doesnt answer our requests to close the tickets (ie: forgetfulness, lack of time, etc...) and they are already solved.
What do you guys do? I was thinking about close after some period or after requesting the authorization three times and closing it in case we dont have an answer.
Thanky very much,