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This web hosting thread started by SpruceHost on 03 December 2008

One of the things that drives me up the wall about hosts is when they close tickets for the customer. Some of them do it because their help desk only supports open/closed and they need a way to show the customer has not replied.

Others mark it as closed when a tech has taken action, although it may not be the full action needed.

What is your general policy on when to close a ticket?
I mark all of mine as closed after the customer has replied everything works, or after 72 hours of no reply.

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