Once all work has been completed, you should begin to close out the ticket by clicking on the “Resolve Now” button. This button will trigger the necessary fields  to become visible and enforce the population of all mandatory fields prior to being allowed to save the ticket.

You will notice two of the fields shown are Pending Client and Pending Payment. Checking either of these fields will result in the system performing different actions. You will want to think about whether the client has been informed of their resolution and also how you want the system to behave.

Pending Client – When checked, the system will not allow this ticket to close. The system will then send the standard Resolution Notification to the client, with an option for the client to “Confirm Resolution”, which in turn, will deselect the “pending client” checkbox and place this ticket into the Closed status.  If the client does nothing, the ticket will remain in the Resolved status until the check-mark is removed.

Pending Payment – If checked, the system will not allow this ticket to close. The system will send a Resolution Notification to the client, stating the ticket is resolved and including any client communication entered during the resolution process. This particular notification does not include an option for the client to confirm their resolution or allow the client to advance the status to Closed. The ticket will remain in the Resolved status until the check-mark is removed.

To resolve a ticket you have confirmed either on the phone or in person:

  1. Click the “Resolve Now” button
  2. Ensure all Ticket Header information is entered and is accurate, including any mandatory fields.

All remaining activity will occur on the Activity tab.

  1. In the Client Communication field, report that you believe the incident or service request has been resolved and ask that the client verify. This piece of information will be captured in the Resolution Notification sent to the client, provided it is entered and saved at the same time as all of the remaining “Resolve” fields.
  2. You should fully document the process and actions taken to resolve the issue in the Internal Notes field. There is now an option to copy the Internal note into the Resolution field. Check that box if you would like to do so, otherwise, please summarize what you did to resolve the issue in the Resolution field.
  3. Click Save or Update.
  4. The client will now have the option to close their ticket directly from the Resolution Notification (link). If they do not choose to do so, the system will auto-close the ticket in 2 business days.

When resolving a ticket, where you would like to have client confirmation:

  1. Click the “Resolve Now” button
  2. Ensure all Ticket Header information is entered and is accurate, including any mandatory fields.

All remaining activity will occur on the Activity tab.

  1. Mark the Pending Client check box.
  2. In the Client Communication field, report that you believe the incident or service request has been resolved. This piece of information will be captured in the Resolution Notification sent to the client, provided it is entered and saved at the same time as all of the remaining “Resolve” fields.
  3. You should fully document the process and actions taken to resolve the issue in the Internal Notes field. There is now an option to copy the Internal note into the Resolution field. Check that box if you would like to do so, otherwise, please summarize what you did to resolve the issue in the Resolution field.
  4. Click Save or Update.
  5. The client will now have the option to close their ticket directly from the Resolution Notification (link).
  6. If they do not choose to do so, the ticket will remain open and the user will need to contact the client personally to gain confirmation.
  7. Once the client has verified your resolution, you may uncheck the “Pending Client” checkbox and save. The system should not send another resolution notification and will auto-close the ticket in 2 business days.