The customer can set a ticket to "Closed" while the agent can set a ticket to either "Resolved" or "Closed"
Why can a customer NOT set a ticket to "Resolved"?
In my opinion, that would make more sense because "Closed" is considered a final step.
+7Sarah, as such I agree with your point. But it depends a bit on how you use "resolved". We tend to use it as you suggest. But then we also tend to ask a customer if his ticket can be closed, rather than if it can be resolved. If he agrees we change the status to Resolved.
By the way, one of the "standard" Supervisor rules is to close a resolved tickets after 5 days. This rule comes as part of the system, but can obviously be changed.
If a ticket is closed without being given the status resolved, the resolution time in the system is automatically filled with the time it was closed.
Hello Sarah,
Good day.
Additing to Mark's comments. With respect to Freshdesk,
"Resolved" : The Agent or technician believes the issue is resolved.
"Closed" : The end user has acknowledged that the resolution is to their satisfaction.
Cheers!
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