“Is there anything else I can assist you with today?” As customers, we appreciate when a support agent confirms that our issue is resolved before ending a call. Handling a ticket should work the same way.
Ticket Status: “Solution Offered”
When an agent responds and offers a solution, it’s best practice to use the “solution offered” status. This gives the requester an opportunity to confirm their issue is resolved before the ticket is fully closed. If the requester replies, a Mojo bot will automatically change the solved ticket to “in progress” to ensure the conversation continues smoothly.
Ticket Status: “Closed”
Tickets in “closed” status can’t be reopened by the requester, making it similar to hanging up the phone. If the requester still needs help, they would have to create a new ticket, adding unnecessary steps and frustration.
Afterwards, a Mojo bot can automatically close tickets after they remain solved for a set time. This Mojo bot is enabled by default, and admins can customize the time period if needed.
Learn more about ticket statuses on the Mojo Helpdesk knowledge base.