Hey #support guys who work in a #NOC or #datacenter or provide support for #vps hosting: if I open a support ticket about an issue, and the issue is resolved an hour later without a response to my ticket, what's the Etiquette here? Should I close the ticket as resolved without waiting for an answer? Or does that mess up your quotas or workflows or whatever? Is it impolite to close my own ticket when I notice the problem is fixed without waiting for your response? Am I taking away the satisfaction you get from closing a ticket? Or am I just making your life easier by saving you from dealing with yet one more customer.
@fastfinge we normally wouldn’t let a ticket go an hour without a response, but close the ticket if the support team hasn’t responded yet. Otherwise, allow support team to leave last response if they’ve already responded that support is in progress.
@fastfinge Honestly, as someone who worked on the other side of the conversation, I wish users had the ability to close their own tickets. Half the time they ended up just emailing the open ticket to say it was resolved and now there are SLAs involved.
@fastfinge On my site, the end user does not have the ability to close the ticket, that said, if I have a common issue and fix it, I do then go back and answer the tickets so the user is aware of the cause and resolution. To me this is common courtesy.
@fastfinge IMPO, as a user you can reply to a ticket, and then close it. If they need to reply they can hit the reply button on their end and reOpen the ticket.
@fastfinge I note the ticket, then close it if I have the ability to. I'm personally annoyed when I can't close it myself when the issue clearly is fixed. lol.
@menelion That was my first thought. But I wonder if places like this measure the performance of the support staff by number of tickets closed. So if they fix a big issue, maybe letting them close a bunch of the related tickets would give them a boost to whatever nonsense corporate performance metrics there managers force on them?
