Ticket Closure Procedures in NetHelpDesk cover how tickets are handled by your Agents, or by the program itself, when a ticket is towards the end of its life cycle. When closing tickets in NetHelpDesk, there are several options available to your business.
NetHelpDesk has several options available, to engage with your end user at the end of a ticket's life cycle. One is to send them a survey, and ask questions about the service they received. Another is to include single click feedback on closure emails. The latter is more popular recently, as it is less time consuming for the end-user. However, surveys are used to provide more depth for analysis of what went right, and what went wrong.
These features can be used alongside ticket closure procedures, where the end-user confirms that a ticket is ready to be closed, and their issue is resolved. The ticket closure procedure will send customised links, to get the end user to confirm that the ticket has been closed. The surveys can be used in conjunction with this. The single click feedback cannot.
To read the guide regarding Single Click Feedback, click HERE.
The default setup from NetHelpDesk when first using the product, includes an action button called Close Ticket. This closure action button can be customised based on your requirements. Please see the separate action button guide for further details on how to do this.
It is initially set that the Agent doesn't need to add a closure note, and can choose whether the end-user receives an email or not.
The Send email to User checkbox can be selected to make the email functionality active for that action.
If you want the ticket to close without an action screen appearing, so the End-user gets no email, and the ticket is closed immediately, ensure to select the Do not show screen option in the action button setup.
If you wish to force the Agent to input a closure note when closing a ticket, go to N > Setup > Main COnfiguration > Closure Procedures > Additional Settings > Must enter note when closing a ticket.
If you wish to force the Agent to send an email, make sure to select Hide send email to User checkbox is selected against the action...
...and make sure the Defaults for the action button include the Send email to User option is set to Checked.
These simple options are set to get you using the product quickly. Other functionality exists to maximise your interaction with your end-user when a ticket is at the end of its life cycle.
The New Ticket screen can incorporate some of these quick close settings, so that Agents can close tickets in the same screens they enter them in. If they deal with large call volumes, or you wish to streamline their processes for efficiency, or just prefer to do so, these settings will help.
1. The quick close fields on the new ticket screen appear on another tab on the left side. So after selecting the User Details, and specifying the Ticket Details, the Agent can specify the Closure Details, and click the Add Ticket button to log and close the ticket all in one go.
2. The Add and Close button will add the ticket to the database, and then show the Close Ticket action button detailed above in this guide. When completed, the ticket which has been added to the database, will then be closed.
3. Right clicking on tickets in the Main Screen of NetHelpDesk will offer a list of options to carry out on the ticket. If you wish to include the Close Ticket option, select here.
4. Show the charge rate field alongside the hours and minutes fields when using the Quick Close fields.
There are many reasons you may wish for the end-user to confirm that the ticket can now be closed. If tracking SLA timings, this feature is especially useful, as it allows the ticket to be closed in a timely manner, but asks the End-user to confirm they are happy.
With this feature enabled, when a ticket is closed, you will need to make sure that the closure note is mandatory, and the email end-user feature is switched on as mandatory, for this functionality to work. This is detailed previously in this guide.
If this has been done, go to N > Setup > Main Configuration > Closure Procedures > End-user Closure Confirmation > Enable End-user closure confirmation procedure and emails and select the checkboc to enable.
The feature, when enabled will do several things when a ticket is closed:
A. Reopen the ticket into a set status, by default Pending Closure.
B. Sends an email to end user asking for their confirmation that a ticket can be closed.
C. Send a reminder email if the End-user does not respond, at regular intervals.
D. Automatically close the ticket if the end-user does not respond, after a set amount of time.
NB. If you wish to view tickets to include those pending closure (as not officially closed by the end-user), go to the tickets Advanced Visibility option, and set the System Status drop down to Open (including Pending closure).
To edit the closure reminder email template, go to N > Setup > Main Configuration > Email > Email Templates > Edit Email template ID 38.
To edit the automatic closure email template, go to N > Setup > Main Configuration > Email > Email Templates > Edit Email template ID 41.
For the End-user to confirm that the ticket has been closed using email text, use this option in the End User Closure Confirmation settings.
You do not need to have any links in this template. Just add text you wish to accompany the link, and will be displayed before the link is generated on the page.
Then add the parameter to your Ticket Closed Email Template (ID 14).
When the Close Ticket action is used, the email preview screen will show you the email that the End-user will receive, and the text asking for their confirmation.
When the end-user replies to confirm the ticket can be closed, the ticket's status will change to Closed, and the ticket procedure will be at its end. No further action will be needed.
For the End-user to confirm that the ticket has been closed using a program-generated link to the self service portal, use this option in the End User Closure Confirmation settings.
You do not need to have any links in this template. Just add text you wish to accompany the link, and will be displayed before the link is generated on the page.
Then add the parameter to your Ticket Closed Email Template (ID 14).
When the Close Ticket action is used, the email preview screen will show you the email that the End-user will receive, and the uniquely generated link to the self service portal, for their confirmation.
The web page confirmation is preferred by customers who wish to encourage use of the Self Service portal by their End-users. Even if this is not the case, some find it a more pleasurable user experience.
If you use the Closure Procedure, and the End-user confirms that a ticket can be closed verbally, on a telephone call for example, there is a User has Agreed Clearance checkbox on each ticket, which the Agent can select to manually override the email procedure, and officially close the ticket.
Each Agent has a permission in their account for this override, so if you wish to restrict this feature to a select few, you can do so on their Agent accounts.
Should you need any assistance with this, or any other feature in NetHelpDesk, simply contact us. We want you to get the most from the product, and our teams are always happy to help.
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