Fixes confirmed with the user before the ticket closes
A ticket closed while the problem is still there is how a client starts to doubt you. The user gets a short call after the fix, and anything still broken is back in the queue the same day.
A tech marks a ticket resolved.
Calls the user, confirms it works, asks for a rating, closes or reopens.
Tickets closed on a real yes, satisfaction scores, and reopened ones flagged.
How it works
- Waits a little
After the time you set, so the user has had a chance to try it, during their office hours.
- Asks if it's fixed
"Priya cleared the Outlook password problem this morning. Is it still working for you?"
- Closes on a yes
The ticket closes with the user's confirmation and the time.
- Reopens on a no
What's still wrong goes on the ticket, which reopens with the same tech and a higher priority.
- Asks how it went
A quick one-to-five and any comment, noted for the service manager.
- Spots the pattern
Several tickets for the same client or the same problem are flagged for the account manager before the next review.
Example call
- AI agentHi Ben, it's Emma from Northern Circuit IT. Quick one: Priya fixed your Outlook password problem this morning. Is it still working?
- CustomerYeah, it's been fine since.
- AI agentGreat to hear. On a scale of one to five, how did it go?
- CustomerFive. She was quick.
- AI agentI'll pass that on. Anything else bugging you while I have you?
- CustomerActually, the printer by reception jams every morning.
- AI agentI'll open a ticket for that one with the printer by reception. You'll get a text with the number. Thanks, Ben.
After the call: Ben's Outlook ticket closes with his confirmation and a five, and Priya's score is updated. A new ticket opens for the reception printer, and the account manager sees it's the third printer ticket from Larch Street Law this month.
What your team gets
- Tickets closed only after the user confirms
- Reopened tickets back with the same tech, same day
- Satisfaction scores by tech and client
- New problems caught on the close-out call
- Repeat issues flagged before quarterly reviews
Questions
Does every ticket get a call?
The ones you choose. Many shops call on urgent and repeat tickets, and text the rest.
What if the user doesn't answer?
A short voicemail and a text with a reply option. No reply in the time you set closes the ticket.
Who sees the scores?
Your service manager, by tech and by client, in the portal.
Hear it on your phone
Request a demo call and the agent phones you, set up for IT support like yours.