Tickets should be marked 'Resolved' only when you have successfully assisted a merchant - or an agency partner - in solving a problem relating directly to Intuitive Shipping, such as achieving a setup, troubleshooting a technical issue or clarifying functionality.
FreshDesk tracks Resolved tickets, which allows us to measure the effectiveness of our responses. Resolving tickets when an issue is not actually 'resolved' can skew results and impact analytics which affects our decision-making.
It is important that tickets are marked 'Resolved' appropriately.
When To Mark Tickets 'Resolved'
Tickets that can ultimately be marked 'Resolved' are ones that begin with a merchant contacting us with issues or questions about:
- Rates
- Carriers
- Setup configurations and settings
- Testing
- Integrations or other platforms
- Shopify and how we interact with them
- Migration
- Support availability, such as inquiring about demos, onboarding, etc.
- Anything you define as a problem or roadblock that impacts a merchant's ability to use or install the app
When responding to a merchant issue, always mark the ticket as 'Waiting on Contact'.
If the merchant replies with anything other than more questions or concerns, and you are confident that they are satisfied with your response, mark the ticket as 'Resolved'. This includes when you ask for a review.
If the merchant replies with related follow-up questions, continue to reply and mark the ticket as 'Waiting on Contact' until you are confident the issue is resolved, then mark the ticket accordingly.
If the merchant replies with new and unrelated issues or questions, split the ticket into a new case and mark the original ticket as 'Resolved'.
If the merchant does not reply to either your first response or any subsequent responses, be sure to use the standard follow-up procedure:
1) Send a follow-up within 24 hours of your last detailed response asking the merchant if the information you provided was helpful. Leave the ticket in 'Waiting on Contact'.
If the merchant replies with anything other than more questions or concerns, and you are confident that they are satisfied with your detailed responses or follow up, mark the ticket as 'Resolved'. This includes when you ask for a review.
If the merchant replies with related follow-up questions, resume marking the ticket as 'Waiting on Contact' with each response, and continue to use the standard follow-up procedure until the ticket is resolved.
If the merchant replies with new and unrelated issues or questions, split the ticket into a new case and mark the original ticket as 'Resolved'.
2) If you do not receive a reply to your first follow-up, send a second follow-up within 48 hours of your first follow-up letting the merchant know that you are 'closing' the ticket. Mark the ticket as 'Resolved'.
Any reply from the merchant will re-open the Resolved ticket.
If the merchant replies with anything other than more questions or concerns, and you are confident that they are satisfied with your detailed responses or follow ups, mark the ticket as 'Closed'.
If the merchant replies with related follow-up questions, resume marking the ticket as 'Waiting on Contact' with each response, and continue to use the standard follow-up procedure until the ticket is resolved again.
A ticket can be resolved more than once if it is appropriate.
If the merchant replies with new and unrelated issues or questions, split the ticket into a new case and mark the original ticket as 'Closed'.
New Emails
When you create a new email for the purpose of following up a Calendly appointment, and the merchant replies with specific questions or issues related to your call discussion or follow-up, treat their reply as a new case and mark the ticket as 'Resolved' once their questions or issues have been handled.
Similarly, when you create a new email for the purpose of following up on an uninstall note, and the merchant replies with specific questions or issues related to their uninstall note, treat their reply as a new case and mark the ticket as 'Resolved' once their questions or issues have been handled, whether they are able to reinstall or not.
Replies that do not contain questions or issues directly relating to your calls or follow-ups should be marked 'Closed' whether you respond or not. For example, if you reach out to a merchant letting them know that a Calendly appointment needs to be rescheduled due to a conflict or emergency, and they acknowledge, the ticket should be marked 'Closed' whether you respond or not.
Similarly, if you reach out to a merchant regarding an uninstall note about a bad experience, and their reply indicates that they are uninterested and have moved on, the ticket should be marked 'Closed' since the issue was not actually resolved.
When To Mark Tickets 'Closed'
Tickets from merchants or agencies that do not include questions or issues about the app or do not affect their ability to use or install the app should always be marked 'Closed whether you respond or not.
For example, if you mark a ticket as 'Resolved' when asking for a review, and the merchant replies with their intentions to do so, the ticket should be marked 'Closed' whether you respond or not.
Similarly, if a merchant writes in about the scheduling of their upcoming Calendly appointment, it should be marked 'Closed' whether you respond or not.
Tickets created by any third party that is not a merchant or agency, including Shopify, Google, existing or potential business partners, solicitations or auto-generated emails, should be marked 'Closed' whether you respond or not. In some cases, these tickets can be deleted, especially if they do not appear legitimate.
Internal testing tickets should also be marked 'Closed' when they are no longer required.
Closing 'Resolved' Tickets
All tickets marked 'Resolved' will automatically be converted to 'Closed' after 1 month of inactivity.