What is a closed ticket?
Definition: Closed ticket is a ticket status indicating that an issue has been resolved and doesn’t need additional action.
They are used in customer support ticket pipelines as an end-point to a customer request representing their satisfaction with the resolution.
Common ticket statuses
A support ticket pipeline usually has six statuses:
- New - A ticket just submitted by a customer and waiting for support to review it.
- Assigned - The ticket was reviewed by the system or support manager and assigned to a support representative to begin working on it.
- Open - A ticket that is actively being worked on. Also called “In Progress.”
- Pending - The support representative stopped working on the ticket while waiting for the customer to take action or help from an appropriate teammate. Also called “On Hold.”
- Resolved - A customer's issue is resolved but may be reopened due to new actions from the customer.
- Closed - The customer's ticket is completely resolved.
The number of statuses and naming convention varies depending on the specific software the support team uses.
When do you assign the “closed” status to a ticket?
Before assigning a ticket the closed status, a customer representative needs to ask themselves four questions:
- Is the customer satisfied with the solution provided?
- Have all necessary follow-up actions been completed?
- Were all relevant questions surrounding the issue answered?
- Was the customer notified that the ticket would be closed?
If the answers to these questions are “Yes,” the ticket can be considered closed.
When the ticket is closed and the customer returns with additional requests or questions, the ticket can’t be reopened. In this instance, a new ticket is created and goes through the whole process, but the support team can choose to prioritize it.
What insights can we get from analyzing closed tickets
- Analyzing the average time it takes for a ticket to go from new to closed businesses can determine the efficiency of their support processes.
- Evaluating feedback from closed tickets gives insight into customer satisfaction and which parts of the process need improvement.
- Separating tickets into different groups, for example, by customer issues, gives support insights into the time it takes support to resolve a specific issue and why.
- Closed tickets are one of the key performance metrics for individual support representatives providing a measure of the representative's ability to resolve customer issues completely.
- Comparing the difference between resolved and closed tickets gives businesses insight into the conversion between these two states, indicating room for improvement.
- Looking at conversations that lead to a ticket being closed can help the support team create better scripts, FAQs, and knowledge bases that they can use to better their process.
