Ticket etiquette?

Customer Support H-Sphere Shared Hosting
1

First, kudos to the support staff here at Jodohost. So far the 2 tickets I have posted have been answered in a very respectable amount of time. However, this is the first host I’ve used that has this type of ticket system, so I am not sure if I am supposed to close the ticket once it has been taken care of. What is the best practice to follow?

Are there guidelines somewhere on how to use the ticket process properly, to help avoid abuse, duplication, etc? It has probably been staring me in the face, but so far I’ve not been able to find anything.

2

[QUOTE=Good Oyster]
I am not sure if I am supposed to close the ticket once it has been taken care of. What is the best practice to follow?
[/QUOTE]

I am curious about this too - I was hoping somebody would shed some light on this…

3

After we reply to your support tickets, your response goes into open tickets section. Our support staff reads every open ticket for unresolved issues.

An open Ticket is closed when you reply everything is OK. It is also considered closed when you do not reply at all.

4

[QUOTE=atulkumar]
After we reply to your support tickets, your response goes in open ticket. Our support staff read every open ticket for unresolved issue.

An open Ticket is closed when you reply everything is OK. It is also considered closed when you do not reply at all.
[/QUOTE]

So are you saying that we should not close them ourselves?
Because I thought we were supposed to.

riley

5

There is no need to close a ticket from your end although you can. It makes no difference to our ticket queue.

6

I originally had been closing my tickets but realized that they dissappear from the list when I do that, so I had no record of the ticket anymore. So I leave them open… just don’t reply when the problem is fixed. Glad to hear this is ok.