When an Agent marks a ticket as 'Solved' and leaves a comment explaining such, some (very kind!) users sometimes reply to the ticket immediately to express thanks.
This can cause the ticket to re-open as the system thinks that your comment is a follow up, which distorts the reporting figures against the Agent and the overall help desk. Re-opened tickets mean that the original request hasn't been satisfied and additional work is required - which often isn't the case when the follow up comment is a thank you.
If you wish to add a comment but not re-open the ticket, there is the option to leave feedback.
We now have a full feedback survey where you can score the process on different factors and leave a comment if you wish.
This normally becomes available after the ticket is marked as solved, usually via an email invitation.
|When the Ticket Status is…||Your Reply is processed as…|
|New||A requester comment|
|Open||A requester comment|
|Pending||An update, ticket reverts to Open|
|Solved (4 day window until Closed)||An update, ticket reverts to Open|
|Feedback is offered after a ticket is Solved, via an email invite|
|Closed||No reply available. Option to create a follow-up request|