Sometimes a customer never responds to questions about an incident ticket, making it impossible to resolve. After contacting the customer at least five times every other day with no response, use this article to resolve the ticket.
If a phone number is available, this should include calling the customer as well as emailing (could be up to 10 contacts, 5 via phone and 5 via email).
Resolving an abandoned Incident ticket
Click Resolve Incident on the top right side of the header. The form reloads with two new fields under the Short Description field.
Scroll down and select Customer Contacted for Resolution Code.
Enter appropriate Resolution notes for the customer, using the template included in this article.
Click Resolve Incident again.
Abandoned Ticket Resolution Notes Template
Hi [CUSTOMER NAME],
Thank you for contacting the Technology Helpline on [ORIGINAL CONTACT DATE] regarding [ORIGINAL ISSUE]. We have tried to contact you for further information about this issue on [DATES AND METHODS OF CONTACT]. Because we have not heard back from you, we are resolving this ticket.
If you are still having trouble with this issue, you can reply to this email, and we will reopen up the ticket and work on resolving this issue with you. For anything else please visit our website for one of the many ways to contact us: http://it.umn.edu/help