Hi! We've been snoozing a lot of tickets for which users do not reply instantly for days which results in the "time close" being increased. What should be the ideal time to close a ticket if a user has not replied? How many followups should be sent?
Best answer by Monish
View original
+1
Honestly, it depends on you/your organization and the kind of product/service you are offering. If you have made some recommendations to a customer and you know that for whatever reason, customers will take a week to get back to you, then you can think of closing after a week. It really depends on your individual needs/product etc.
Already have an account? Login
No account yet? Create an account
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.