End User Ticket Closure Process
GOAL: To empower users to close any ticket that they feel has now been resolved, instead of responding back advising the Agent it can now be closed.
Reason: To minimize any lead time that results from communicating the ticket can be closed, when end users can close an item themselves.
ISSUE: This inflates the perceived workload remaining for both the Agent and Board.
Prerequisite: User must be accessing via Ticketing Portal
Steps to Resolve:
Ensure the ticket has reached a state in which it is considered Complete
Navigate to the top of the Ticket within your Support Portal
Simply choose the middle icon labelled ‘Mark Ticket as Closed’