Don't Hang Up—"Solution Offered" Versus "Closed" Ticket Status

Ticket Status: "Solution Offered"

When an agent responds and offers a solution, it’s best practice to use the “solution offered” status. This gives the requester an opportunity to confirm their issue is resolved before the ticket is fully closed. If the requester replies, a Mojo bot will automatically change the solved ticket to “in progress” to ensure the conversation continues smoothly.

Ticket Status: "Closed"

Tickets in “closed” status can’t be reopened by the requester, making it similar to hanging up the phone. If the requester still needs help, they would have to create a new ticket, adding unnecessary steps and frustration.

Afterwards, a Mojo bot can automatically close tickets after they remain solved for a set time. This Mojo bot is enabled by default, and admins can customize the time period if needed.

Learn more about ticket statuses on the Mojo Helpdesk knowledge base.