1️⃣ When should I close a ticket?
Reasons that may lead to closing a ticket include:
If the ticket owner's issue has been resolved or their questions have been answered.
If the ticket owner has clicked the wrong category button and is talking to the wrong staff.
If you feel you are being trolled.
2️⃣ When should I save a ticket?
The reason for saving tickets is to have evidence against any complaints from the ticket owner afterward.
+ You Should Save
If the opened ticket involves a real problem or a logical question, whether the issue has been resolved or not.
- You Should Not Save
If you feel you are being trolled.
If the ticket owner opened the ticket in the wrong category and not much conversation has passed.
If it's a ticket with only a few messages.
If the ticket was opened with the intention of testing.
3️⃣ When should I reopen a ticket?
You can reopen a ticket if the person who opened the ticket has not fully resolved their issue or if you want to get back in touch with the person.
4️⃣ When should I delete a ticket?
+ You Should Delete
If the opened ticket is suitable for saving and has been saved, you should delete it.
- You Should Not Delete
If the ticket is suitable for saving but has not been saved.
If you are not sure whether you have provided the correct support to the member in the content of the ticket and you want it to be reviewed by higher authorities.
If there is something in the content of the ticket that you find funny and you want other authorities to see it.
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