Cherwell - Training - Closing Tickets for Inactive Customers

Procedures that should be used to close a ticket due to inactivity of the customer.

Summary

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.

Once these three conditions have been met, you may send out Inactivity Email 1 and mark the ticket as pending for 2 work days.

Email 1

Persons Name, 
  
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! 
  
Thanks, 
Your Name 
SAITS 



If the client has not responded after 1-2 more work days, send Inactivity Email 2 and set the ticket as pending for 1-2 work days.

Email 2 (1-2 days after Email 1)

Persons Name, 
  
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. 
  
Thanks, 
Your Name 
SAITS 


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)

Persons Name, 
  
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. 
  
Thanks, 
Your Name 
SAITS 




Keywords:Saits, sa its, Student Affairs IT Services, Cherwell, Ticket Handling, Tickets, Closing Tickets, closing, Incident, How to close, inactive, no response, email, stale   Doc ID:60374
Owner:Help Desk K.Group:UW-Milwaukee Help Desk
Created:2016-02-02 13:20 CSTUpdated:2019-01-02 14:36 CST
Sites:UW-Milwaukee Help Desk, UW-Milwaukee Student Affairs IT
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