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by dsr_
5087 days ago
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In a customer-service system, a ticket should only be closed when the customer has acknowledged that the problem is solved or can't be solved, or it can be aged out to closed after the customer has been non-responsive for a suitable period of time. If your metrics depend on closing tickets rapidly, you are measuring the wrong thing. I don't know that this is supposed to be a customer-service system, though. |
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