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Resolving Tickets in a Ticket Management System

Resolving a ticket effectively ensures customer satisfaction and compliance with SLAs. It involves identifying the issue, applying a solution, updating records, and ensuring closure confirmation.

Ticket Resolution Process​

  • Ticket Acknowledgment
  • Issue Investigation
  • Applying the Solution
  • Verifying the Fix
  • Updating the Ticket
  • Ticket Closure

Key Considerations in Ticket Resolution:​

  • Priority & SLA Compliance: Higher-priority tickets should be resolved faster to meet SLAs.
  • Resolution Notes: A well-documented resolution helps in future troubleshooting.
  • Escalation Handling: If an agent cannot resolve the issue, it should escalate efficiently.
  • Customer Feedback: Gathering feedback ensures continuous improvement in resolution processes.