Philippines staffing blog ·
Check closure evidence before resolving a help desk ticket
Match the closure reason to a verified outcome, customer expectation, and any remaining work.
Direct answer
A completed task, a temporary workaround, and a request for which the customer stopped replying are different endings. Select the closure state that the record can support.
Check the original goal, action taken, observable result, customer message, open dependencies, and ownership of follow-up. Keep a policy closure distinct from confirmed success.
Do not treat silence as consent, erase unresolved risk, or close protected work because its decision owner is slow. Use the documented waiting and escalation paths.
Review reopens and corrections by closure reason. The useful question is which evidence was missing or misunderstood, not which agent closed the most tickets.