End User Ticket Closure Process

GOAL: To empower users to close any ticket that they feel has now been resolved, instead of responding back advising the Agent it can now be closed. 

Reason: To minimize any lead time that results from communicating the ticket can be closed, when end users can close an item themselves. 

ISSUE: This inflates the perceived workload remaining for both the Agent and Board. 


Prerequisite: User must be accessing via Ticketing Portal


Steps to Resolve:

Ensure the ticket has reached a state in which it is considered Complete

Navigate to the top of the Ticket within your Support Portal

Simply choose the middle icon labelled ‘Mark Ticket as Closed’