Resolving, Closing, and Reopening Tickets

Resolving and closing a ticket are important lifecycle actions and should reflect the actual state of the customer request.

Resolve a ticket

Resolve a ticket when the requested work has been completed or the customer has been given the required answer according to your service process.

Before resolving:

1. Review the latest conversation.
2. Confirm the requested work is complete.
3. Add any required final response or internal information.
4. Confirm the ticket is assigned and categorized correctly.
5. Set the ticket to the resolved state.

Close a ticket

Closing normally represents final completion of the service lifecycle.

Organizations may choose to close resolved tickets after verification or another internal step.

Reopen a ticket

Reopen a ticket when additional action is required after resolution or closure and the existing ticket remains the correct record for the request.

Avoid duplicate lifecycle records

When a customer continues the same issue, reopen or continue the existing ticket when appropriate instead of creating unnecessary duplicate tickets.

Accurate resolve, close, and reopen behavior improves reporting and preserves the history of the request.