Resolved Ticket

Every ticket with the status ‘resolved’ is called a resolved ticket. It’s the pre-final stage of the ticket lifecycle where the ticket requester’s problem has been solved, according to the agent. A resolved ticket has to be closed by the requester for the life-cycle to be complete. Normally, helpdesks have automation rules to close resolved tickets if they are not closed by the requester in 48 hours.

If the requester is not happy with the resolution, they can reply to a resolved ticket and the status will be changed to ‘open’.

Resources

• The one metric that matters in customer support - resolution time