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Closing Tickets and Client Feedback

Why Closing Tickets Matters

Closing a ticket means the issue is resolved and complete.
It helps:

  • Keep the system organized.

  • Show the support team which cases are still active.

  • Gather feedback to improve future support.

How to Close a Ticket

  1. Go to Support > Tickets in PMS.

  2. Open the ticket you want to close.

  3. Check that the client has confirmed the issue is fixed. (if applicable)

  4. Click the Close Ticket button.

  5. The ticket status will change to Closed.

Quick Tips

  • Only close client related tickets once the client confirms the issue is resolved.

  • If the client replies after closing, then we should open a new ticket for follow-up.

  • Use closing notes to summarize — it’s helpful for future reference. 

    • What was fixed

    • What went well

    • Where improvements are needed.

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