1 reviews | Active since Jul 2022
Resolve a ticket when issue is resolved
I don't think there is a clear understanding of what "resolved" actually means. We should focus less on chasing ticket numbers and more on addressing the problems at hand.
A ticket should not be closed simply to improve closure numbers while the underlying issue remains unresolved. The priority should be to properly investigate the issue, implement the appropriate solution, and only close the ticket once the problem has genuinely been resolved.
Hi Synod
Thank you for your feedback. We agree that a ticket should only be considered resolved when the customer’s actual issue has been addressed, and we take that principle seriously.
In reviewing your ticket, we found that it relates to a billing query regarding a payment made in excess of the amount due, rather than a connectivity or service issue. The ticket was automatically closed by our system because the service line was showing as active. We acknowledge that an active service should not, on its own, determine whether a billing query has been resolved.
We are reviewing the handling of this ticket and will ensure that the outstanding refund matter is addressed separately. We also take your feedback regarding our ticket closure process seriously, as our objective should always be to resolve the customer's issue rather than simply improve closure numbers.
We apologise for the frustration caused and appreciate you bringing this to our attention.
Hi Synod
Thank you for your feedback. We agree that a ticket should only be considered resolved when the customer’s actual issue has been addressed, and we take that principle seriously.
In reviewing your ticket, we found that it relates to a billing query regarding a payment made in excess of the amount due, rather than a connectivity or service issue. The ticket was automatically closed by our system because the service line was showing as active. We acknowledge that an active service should not, on its own, determine whether a billing query has been resolved.
We are reviewing the handling of this ticket and will ensure that the outstanding refund matter is addressed separately. We also take your feedback regarding our ticket closure process seriously, as our objective should always be to resolve the customer's issue rather than simply improve closure numbers.
We apologise for the frustration caused and appreciate you bringing this to our attention.