Cherwell - Training - Closing Tickets for Inactive Customers
Procedures that should be used to close a ticket due to inactivity of the customer.
These are the steps that should be taken to close a ticket, due to the inactivity of a customer. A ticket is defined as inactive when:
- 3-4 work days have passed from the last contact with the client
- The only way to progress the ticket is to talk to the client
- You have attempted to contact the client by calling them and emailing them.
I was wondering if you could please provide a couple times that you can be reached so that we can try and troubleshoot the issue with you. If you have any other questions please, don't hesitate to ask!
Email 2 (1-2 days after Email 1)
I just wanted to send you another email to ask when a good time would be for us to talk about your issue with _______. I look forward to hearing from you soon and if you have any other questions don't hesitate to ask.
If 1-2 work days have passed since email 2, you may talk to a student supervisor to see if we can send Inactivity Email 3 and then close the ticket. Give the student supervisor the ticket number and a brief explanation of what you are waiting for from the client.
The student supervisor will either give the go-ahead to send Inactivity Email 3 and close the ticket, or will tell you to keep sending emails and attempting to contact if the issue is important.
Email 3 (1-2 days after Email 2)
I wanted to let you know that I will be closing this ticket due to insufficient activity. If you want to reopen the ticket, you can reply to this email at any time.