---
title: "SOP: Ticket Resolution & Closure"
description: SOP covering the pre-closure checklist, required documentation, customer resolution messaging and timing, closure categories, and rules for reopening tickets.
---
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# SOP: Ticket Resolution & Closure
## Standard procedure for resolving, documenting, confirming, and closing support tickets
## Purpose
To ensure all tickets are properly resolved, documented, and closed in a consistent manner that confirms customer satisfaction and captures knowledge for future reference.
---
## Scope
Applies to **Customer Support**, **Data Support I**, and **Data Support II** for all tickets reaching resolution, regardless of whether they were handled internally or delegated to other departments.
---
## 1. Pre-Closure Checklist
Before closing any ticket, verify the following:
> ### **Resolution Requirements** - \[ \] The original issue or request has been fully addressed - \[ \] All customer questions have been answered - \[ \] Any promised deliverables have been provided - \[ \] Testing or verification has been completed (if applicable) - \[ \] All internal handoffs or delegations are complete - \[ \] Ticket documentation is complete and accurate
---
## 2. Documentation Standards
### 2.1 — Required Documentation
Every ticket must include:
- **Summary of the issue:** Clear description of what the customer needed
- **Root cause:** What caused the issue (if applicable)
- **Resolution steps:** Detailed actions taken to resolve
- **Timeline:** Key dates and response times
- **Related tickets or references:** Links to similar issues, related tickets, or knowledge base articles
- **Internal notes:** Any context needed for future reference
### 2.2 — Documentation Quality
> **Write documentation as if:** - Another team member will need to understand this ticket six months from now - The customer might reference this conversation in the future - This issue could happen again and someone will search for how it was resolved
---
## 3. Customer Communication & Satisfaction
### 3.1 — Final Resolution Message
Before closing, send a clear resolution message to the customer:
**Template:**
\*"Hi \[Customer Name\],\*
\*I wanted to confirm that \[brief summary of what was completed\]. \[Any relevant details about the solution or next steps for them\].\*
\*Can you confirm that this resolves your request? Please let me know if you have any questions or need anything else.\*
\*Thanks,\*
\*\[Your name\]"\*
### 3.2 — Wait for Confirmation
> ⏱️ **Timing Guidelines:** - **Standard tickets:** Wait 24–48 business hours for customer confirmation before closing - **Urgent/High-priority tickets:** Wait for explicit confirmation before closing - **Simple requests:** If clearly resolved and customer has acknowledged, can close after 24 hours - **Complex issues:** Always wait for explicit customer confirmation
### 3.3 — Handle Non-Responses
If the customer doesn't respond to your resolution message:
**After 24–48 hours, send a follow-up:**
\*"Hi \[Customer Name\],\*
\*Just following up on my message below. If I don't hear back, I'll go ahead and close this ticket, but please feel free to reopen or reach out if you need anything else."\*
**After an additional 24 hours with no response:**
- Close the ticket with a note: "Closing due to no response after resolution confirmation request. Customer can reopen if needed."
---
## 4. Closure Categories
When closing a ticket, select the appropriate closure reason:
- **Resolved:** Issue was successfully fixed or request was completed
- **Resolved - Workaround:** Temporary solution provided while permanent fix is in progress
- **Information Provided:** Customer question answered, no action needed
- **Duplicate:** Issue already tracked in another ticket
- **No Action Required:** Request was withdrawn or no longer needed
- **Cannot Reproduce:** Unable to replicate the reported issue
- **Known Issue:** Logged as a known bug or limitation, customer notified
- **Customer Unresponsive:** No response after multiple attempts to contact
---
## 5. Knowledge Capture
### 5.1 — Identify Knowledge Base Candidates
Consider creating or updating knowledge base articles for:
- Issues that occur repeatedly
- Complex resolutions that could help others
- New features or processes that customers frequently ask about
- Common misunderstandings or confusion points
### 5.2 — Tag for Future Reference
Use consistent tags and categories so similar issues can be found easily:
- Tag by product area (e.g., reporting, access, integrations)
- Tag by issue type (e.g., bug, how-to, configuration)
- Tag by customer type if relevant
---
## 6. Delegated Tickets
For tickets that were delegated to other departments:
> ### **Support Owns Closure** Even when other departments did the work: 1. Support confirms the work is complete with the assigned department 2. Support verifies the solution with the customer 3. Support sends the final resolution message 4. Support closes the ticket **Never assume another department has closed the loop with the customer.**
Reference: **(OLD) SOP: Cross-Department Delegation & Ticket Ownership**
---
## 7. Post-Closure Actions
### 7.1 — Customer Satisfaction Surveys
\*\[Add your survey process here if applicable\]\*
- When to send surveys
- Which tickets get surveys
- How to handle negative feedback
### 7.2 — Follow-Up on Complex Issues
For significant issues or VIP customers, consider:
- Scheduling a follow-up check-in (3–7 days after closure)
- Sharing resolution summary with Account Manager or Customer Success
- Documenting lessons learned for internal process improvement
---
## 8. Reopening Tickets
### 8.1 — When to Reopen
Reopen a closed ticket if:
- The customer reports the issue is not actually resolved
- The same issue recurs within 7 days
- The customer has a direct follow-up question about the resolution
### 8.2 — When to Create a New Ticket
Create a new ticket instead of reopening if:
- More than 7 days have passed since closure
- The issue is related but distinctly different
- It's a new request that happens to reference the old ticket
**Always link the new ticket to the old one for context.**
---
## 9. Quality Checks
### 9.1 — Self-Review Before Closing
Ask yourself:
- Would I be satisfied with this resolution if I were the customer?
- Is the documentation clear enough for someone else to understand?
- Did I address all parts of the original request?
- Are there any loose ends or follow-ups needed?
### 9.2 — Escalate If Uncertain
If you're unsure whether a ticket is ready to close:
- Consult with your Department Lead
- Get a second opinion from a team member
- When in doubt, ask the customer explicitly if they're satisfied
---
## Common Pitfalls to Avoid
> ⚠️ **Don't:** ✗ Close tickets without customer confirmation on complex issues ✗ Assume silence means satisfaction ✗ Leave vague or incomplete documentation ✗ Close delegated tickets without verifying the work was done ✗ Rush closure to hit metrics at the expense of quality ✗ Forget to document workarounds or temporary solutions ✗ Close tickets with outstanding promises or commitments
---
## Success Criteria
A ticket closure is successful when:
1. ✓ The customer confirms satisfaction or has had adequate time to respond
2. ✓ All documentation is complete and clear
3. ✓ The appropriate closure category is selected
4. ✓ Any knowledge capture or follow-up actions are completed
5. ✓ The ticket could be reopened or referenced cleanly if needed
---
**Owner:** Customer Support
**Applies To:** All support team members closing tickets
**Review Frequency:** Quarterly
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