Ticket System Questions

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.