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To [Providers]: ticket behaviour
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To [Providers]: ticket behaviour

Often enough when replying as a customer to a ticket I find myself in this peculiar position. When I want to close the ticket while thanking whoever handled it I think that it might be annoying since I am basically bumping the ticket queue with a "blabla thanks!".

As a provider what do you believe is the "best" practice?

Poll not found

    Comments

    • I thank and close. If the provider is interested enough to see how the ticket ended, they can look. Manners cost nothing. Closing the ticket indicates to them the issue is resolved.

    • Either close the ticket directly or reply thank and close so it doesn't get shown in awaiting replies. I find myself in this situation sometimes as well.

      Thanked by 2Falzo Junkless

      ^-^!

    • deankdeank Member, Troll

      You had to ask this.

      Well, the end is nigh.

      There are two things that make Earth spin: Money and PMS.

    • CConnerCConner Member, Provider

      Always nice to get a "thank you".

      Thanked by 1Junkless

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    • randvegetarandvegeta Member, Provider

      I rather get $7. Nothing says thank you like cash!

    • PUSHR_VictorPUSHR_Victor Member, Provider
      edited March 2018

      A "thank you" means more than simply closing the ticket, as many providers will regularly review customers' responses to see what they and their team could have done better. The job of whoever is on our end of the ticket is to make you happy so one more reply should never stop you.

      PS. voted for "poll not found".

      Thanked by 1Junkless
    • WebProjectWebProject Member, Provider

      Nihim said: As a provider what do you believe is the "best" practice?

      I think providers normally ask if the issue is solved and ask if the customer ok to close the ticket or on some occasion it's done automatically.

      VPS Price Match Guarantee on: All our range of DDOS protected XEN-HVM VPS Plans
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    • adxnadxn Member, Provider

      Poll not found, maybe.

      Sincerely,

      Shubhankar From Wuugly

    • freerangecloudfreerangecloud Member, Provider

      As a user, I usually say "thanks" and close the ticket myself.

      As a provider, it's nice to know for sure if an issue has been solved, so I'll generally ask if I haven't received any feedback from the user.

      VPS, Shared Hosting, Routed Subnets and more - https://freerangecloud.com

    • MikeAMikeA Member, Provider

      Saying thanks and closing will get it across if it's not a huge provider. I would think most have ticket reply email notifications enabled.

      Thanked by 1Junkless

      ExtraVM - AMD Ryzen VPS starting @ $3.50
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    • AlexanderMAlexanderM Top Provider

      Close the ticket and reply to the customer feedback summary :-)

      Thanked by 3Junkless FHR lonea

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    • ralphralph Member, Provider

      Just closing the ticket is the most convenient

      https://exohop.net - privacy-oriented VPS in Switzerland. Accepting crypto.

    • mikhomikho Member, Provider

      Force your friend to buy something from that provider

      Thanked by 3jetchirag Junkless FHR
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    • from what I have seen, closing the ticket and then providing a good feedback (along with a thank you) for the ticket goes a long way.

    • ZerpyZerpy Member

      I personally prefer customers to close the ticket when they believe it's resolved (doesn't really matter if they say thanks or not).

      For me, the fact if I have a queue page open, and I see a ticket - and all I see is a "thanks." - then I had to get off what I was maybe doing in the meantime to reply to a ticket, that turned out to be something that didn't require immediate attention anyway.

      I experience this both as a small provider, but also in bigger companies.

      Thanked by 1Junkless
    • FredQcFredQc Member
      edited March 2018

      Number 2 :)

    • NihimNihim Member

      Well I usually say thanks and close it but I had no idea if a provider will still see it or if it still bumps the queue for that matter, apparently from the answers here, if they care they can.

      @Zerpy 's answer is what caused me to think about this in the first place.

      So thank & close it is!

    • ShazanShazan Provider

      As a provider, I prefer when the customer says thanks but I prefer to close the ticket myself, after reviewing it.

      Noamweb - Managed hosting in Italy

    • cubedatacubedata Member, Provider

      Me as a provider I prefer you just to close the ticket out so it doesn't look like it needs to be resolved though my ticket system is designed to close tickets out automatically without reply after 24hrs(1 day)

      Check out all of our custom modules here: https://cubedata.net for both blesta & whmcs.

    • If the host is using WHMCS you can always just close the ticket and just fill out the feedback form instead

    • Select all tickets in support queue and hit close.

      How to clean up a questionable reputation: throw the kids some BF/CM offers.

    • imokimok Member

      doughmanes said: Select all tickets in support queue and hit close.

      Delete accounts.

      Jokes aside, I say thanks and close the ticket.

    • IkoulaIkoula Provider

      Hello,

      i'd say the best practice is in fact to tell the provider to close the ticket when it's the time to do so.

      Thomas - Technical Support - ikoula.com

      hyperv vps /-/ xen cloud vm /-/ dedicated servers

    • deankdeank Member, Troll
      edited April 2018

      Sometimes you just want to tell them to suck it and get over, especially when some clients talk about their family or girlfriend issues in tickets.

      Thanked by 1Zerpy

      There are two things that make Earth spin: Money and PMS.

    • ZerpyZerpy Member
      edited April 2018

      @deank said:
      Sometimes you just want to tell them to suck it and get over, especially when some clients talk about their family or girlfriend issues in tickets.

      Or the repeating excuses of not paying their bills on time, such as, but not limited to:

      • I got a new card

      • My computer broke, yet I logged into the panel

      • I went on a 2 months holiday, and didn't think about I might receive bills in the meantime, yet I logged into the panel multiple times during my holiday period

      • I forgot that I had the service, despite of ~ 4-5 emails

      • X person died (I've had a customer that lost his grandpa twice, both during the time to renew his services).

    • raindog308raindog308 Administrator, Moderator

      deank said: Sometimes you just want to tell them to suck it and get over, especially when some clients talk about their family or girlfriend issues in tickets.

      I'm dying to see examples.

      For LET support, please visit the support desk.

    • Zerpy said: X person died (I've had a customer that lost his grandpa twice

      normally, people have two grandpas...

      Nothing for the moment

    • ZerpyZerpy Member

      @dedicados said:

      Zerpy said: X person died (I've had a customer that lost his grandpa twice

      normally, people have two grandpas...

      Sure - just kinda weird they both die exactly 1 year apart :-)

    • deankdeank Member, Troll
      edited April 2018

      The world is mysteriously awkward.

      There are two things that make Earth spin: Money and PMS.

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