topic Re: Closing Ticket Confirmation in Plusnet Feedback

Closing Ticket Confirmation

BigDaz — Sun, 28 Sep 2014 19:43:47 GMT

It's pretty easy to accidentally close a support ticket which is a problem. The simplest solution would be build a confirmation into the closing process.
Are you sure you want to close this question? (This cannot be undone)
No Yes

Re: Closing Ticket Confirmation

Cruise85 — Mon, 29 Sep 2014 09:19:49 GMT

Hi BigDaz
I agree that sometimes tickets can be closed accidentally which can be frustrating.
I will certainly ensure that your feedback is passed on to the relevant people
Matt

Re: Closing Ticket Confirmation

TORPC — Mon, 29 Sep 2014 11:35:35 GMT

+1 to the OP's suggestion

Re: Closing Ticket Confirmation

Steevo — Mon, 29 Sep 2014 22:14:43 GMT

Re: Closing Ticket Confirmation

Steevo — Wed, 08 Oct 2014 15:09:19 GMT

I just did exactly this! I hope it can be re-opened again.

Re: Closing Ticket Confirmation

TORPC — Wed, 08 Oct 2014 15:45:20 GMT

Unfortunately I am the bearer of bad news,
They can not be re-opened when they have been closed
The only hope it to flag the ticket number to a member of DCT who can look into it if you are awaiting a response
Or start a new ticket referencing the old ticket that was inadvertantly closed
HTH

Re: Closing Ticket Confirmation

Steevo — Wed, 08 Oct 2014 16:24:10 GMT

Quote from: TORPC
Unfortunately I am the bearer of bad news,
They can not be re-opened when they have been closed
The only hope it to flag the ticket number to a member of DCT who can look into it if you are awaiting a response
Or start a new ticket referencing the old ticket that was inadvertantly closed
HTH

Oh great! 😕
I've flagged it up to the CS team on the "Faults team" thread I started about this problem. I hope someone who sees it can do something on their side which will be more effective than me just starting another ticket.

Re: Closing Ticket Confirmation

MattyC — Wed, 08 Oct 2014 17:32:33 GMT

I've just responded in the other thread Steevo.
We have a fresh ticket in the right hands.
Matty