"Aggressive" Ticket Handling

• If a customer submits an email ticket for a Service Request that needs to be handled over the phone (e.g. password reset, BoilerKey, etc.), please send the customer a message in the ticket indicating that they need to call the CSC and then resolve the ticket.  If and when the customer calls back in, at that point you can reopen the ticket and work it.  If the customer does not call back in before the ticket closes in 7 days, then we will create a new ticket for them.
  
  NOTE:  If a customer sends an email regarding an INCIDENT, it would be in our interest to contact the customer via the phone for faster restoration of service.  If you're unable to reach the customer via phone, then a voicemail should be left and a follow up email sent with the CSC's contact information.
  
  
• If you have requested information from a customer in order to proceed with a ticket and they do not respond within 1 business day, you may resolve the ticket due to inactivity.  There is a template that you can apply in these cases (CSC.Inactive Ticket) that will not send the customer a resolution notice, but rather a note requesting more information.
  
  
• If you are reasonably sure that you have provided accurate information to resolve a customer's issue or fulfill a request, go ahead and resolve the ticket at that time.  If the customer doesn't feel the issue has been resolved or their request has not been filled, they can reply within 7 days to reopen it.  We do not need to place tickets in Pending unless we truly need confirmation from the customer.

UPDATE:

• For CSDS customers, if a TC does not reply within 1 business day, you may resolve the ticket due to inactivity.  You may let the customer know the TC has 7 days to send approval, or a new request will need to be submitted.