TDX Incident: Resolve an Abandoned Ticket

Sometimes a customer never responds to questions about an incident ticket, making it impossible to resolve. Be sure that the following attempts at customer contact have been tried before resolving the abandoned ticket:

  • Service Desk has tried to contact the customer via phone OR email at least three different times with at least 24 hours in between contacts. The counter is reset when the customer responds.

Resolving an abandoned Incident ticket

Abandoned Ticket Resolution Notes template + sample

Template:

Hi [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

Thanks again. 

-(Agent Name)

Technology Help 

 

Sample: 

Hi Catherine, 

Thank you for contacting the Technology Helpline on September 25th, 2017 regarding your video conferencing issue. We have tried to contact you for further information about this issue on 09/27, 09/29, and 10/02 via email. 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

Thanks again. 

-Amalia

Technology Help