You've marked my ticket as resolved, but it's not fixed.

Modified on Thu, 26 Mar 2020 at 03:57 PM

Your ticket may be marked as resolved, yet the issue may still persist. 

We understand this is frustrating, but please do reply to any emails to re-open your ticket. We are determined to fix all issues reported to us.

Why did you mark it as resolved before I confirmed it was fixed?

We resolve 50-70 tickets a day, and we solve around 80% of tickets in our first response. If we were to leave tickets open, it would lead to confusion for staff/students, and ourselves. We provide a resolution to users, and so mark the ticket as resolved. This is not the same as marking the ticket as closed, users can re-open tickets at any point, and a ticket is not closed until 2 days after being resolved.

We fully understand sometimes a resolution we suggest may not resolve the issue completely, or even at all - in this instance please just reply to the email and let us know that it isn't sorted. This will re-open the ticket, and the counters against our SLA targets will start again - and as such the ticket will be treated as a priority and escalated through our team as required.

Do you just mark as resolved for good figures?

No - if a ticket is re-opened this metric is something we also monitor and have targets for. Our target is to resolve issues so issues are fixed. This gets us good figures, great feedback and happy customers. We resolve tickets because we believe we have a viable resolution the issue reported to us  - sometimes we get caught out, due to unknown variables, or persistent issues with multiple or hard to pinpoint/replicate causes.

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