Tips for successful ticket managemenא

[Support Team]

RangerMSP User Question*

We are running into questions regarding when to close a ticket, if a ticket should be reopened, or if new a ticket should be made all to a related issue, for example. Is there any publications on strategies for successful ticket management?

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* Question received by email and shared here for the benefit of our users.

[Support Team]

Re: Tips for successful ticket managemenא

Answer

Generally it's a matter of personal preference but a typical workflow with Tickets is described on our wiki here. You can always reopen a Ticket if required (and clear the Closed date when doing so) and any such changes will be logged on the History tab for that Ticket. If it is related but not the same issue, a new Ticket seems like the best option.