Efficient ticket management ensures smooth operations and better service delivery. One key aspect of this process is understanding ticket statuses—particularly the difference between Resolve and Close. It is especially important because unclear ticket handling can lead to unresolved issues, miscommunication between teams, and inefficiencies in support workflows.
In this article, we’ll clarify the difference between Resolve and Close and explore Resolution Status, a feature in Ticketing As A Service that ensures every ticket closure is properly tracked and understood.
The Difference Between "Resolve" and "Close"
Ticketing As A Service distinguishes between Resolve and Close to ensure a structured and efficient ticket management process. In the recommended workflow:
Resolve – The assignee has resolved an issue and clicked Resolve ticket.
Close – The requestor can then confirm the resolution is correct and Close the ticket or Reopen the ticket if it needs further action.
However, not all tickets are closed the same way. This is where resolution status comes in.
Resolution Status in Ticketing As A Service
Resolution status indicates how a ticket was finalized, providing clarity on why it was closed. A ticket can have one of the following resolution statuses:
Fixed – Issue successfully fixed.
Cancelled – No longer needed.
Cannot Be Resolved – Due to limitations, the issue couldn't be addressed.
Note: These statuses are fully customizable through the customizable workflow feature, allowing you to adapt them to your organization’s specific processes and support requirements.
Clear ticket management is essential for efficient support operations. By distinguishing between Resolve and Close statuses and leveraging Resolution Status, teams can ensure accountability, minimize misunderstandings, and maintain a streamlined workflow. With Ticketing As A Service, you get a structured, customizable ticketing system that enhances visibility and control over your support process.
TeamsWork is a Microsoft Partner Network member, and their expertise lies in developing Productivity Apps that harness the power of the Microsoft Teams platform and its dynamic ecosystem. Their SaaS products, including CRM As A Service, Ticketing As A Service and Checklist As A Service, are highly acclaimed by users. Users love the user-friendly interface, seamless integration with Microsoft Teams, and affordable pricing plans. They take pride in developing innovative software solutions that enhance company productivity while being affordable for any budget.
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