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Solving and closing tickets

A ticket closes when the person who asked says the problem is gone. That's why solving and closing are two steps: whoever does the work proposes a solution, and the opener accepts it. Customer Service can also close a case that won't be solved, with a reason.

Propose a solution

Steps

  1. Open the ticket.
  2. In the Reply card, write what you did, for example Parcel re-shipped, new tracking attached.
  3. Check Propose as solution.
  4. Click Send reply.

The reply gets a Proposed solution badge and the ticket moves to Waiting. It stays open for the SLA and analytics until the solution is accepted. The person who opened the ticket gets a dedicated notification and email.

Accept or reject a solution

If you opened the ticket, the Reply card is replaced by a card saying who proposed a solution, such as Alex proposed a solution.

Steps

  1. Open the ticket and read the proposed solution.
  2. Do one of the following:
    1. Click Accept solution. The ticket closes and you see Solution accepted — ticket closed.
    2. Click Reply again, then write why the case isn't solved and send it. The ticket goes back to In progress.

Close a ticket you opened

If the problem is gone without a proposed solution — for example the parcel arrived on its own — you can close your own ticket directly.

Steps

  1. Open the ticket.
  2. At the top of the page, click Close and accept solution.

Close a ticket without a solution

Customer Service can close any ticket, including one that Logistics didn't solve: the customer was refunded, the request was withdrawn, the ticket is a duplicate. Only Customer Service sees this button on tickets opened by someone else.

Steps

  1. Open the ticket.
  2. At the top of the page, click Close ticket.
  3. In Close this ticket without a solution?, write the reason, for example Customer refunded, no pickup needed. The reason is required, up to 500 characters.
  4. Click Close ticket.

The reason is written in the thread, and the person who opened the ticket and the team working on it are notified. The ticket counts as closed, not as solved.

Reopen a ticket

Whoever can close a ticket can reopen it: the opener, and Customer Service.

Steps

  1. Open the closed ticket, for example from Tickets > Closed in the sidebar.
  2. At the top of the page, click Reopen ticket.

The ticket goes back to In progress with its whole history, and you can reply and change its fields again.

Considerations for closing

  • Total handling time is measured when the ticket closes. Reopening and closing again measures up to the new closing.
  • Logistics, or any team other than Customer Service, closes only the tickets it opened.
  • Tickets can't be deleted from your account. Close a ticket you no longer need; if a ticket must be removed for good, contact the Nucleo team.

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