> ## Documentation Index
> Fetch the complete documentation index at: https://docs.charle.agency/llms.txt
> Use this file to discover all available pages before exploring further.

# Resolving Tickets

> How to close and resolve help desk tickets

Resolving tickets properly ensures clients understand what was fixed, creates a clear audit trail, and maintains knowledge for future reference.

## Resolution process

### Who can resolve tickets

Users with resolution permissions:

* Project Managers
* Managers
* Must be PM who owns ticket or have manager access

### When to resolve

Mark tickets resolved when:

* Issue is completely fixed
* Solution is tested and verified
* No further work needed
* Client can confirm resolution

<Warning>
  Don't mark tickets resolved prematurely. Ensure the fix is thorough and tested.
</Warning>

## Resolving support tickets

### Resolution workflow

<Steps>
  <Step title="Work completed">
    Team member submits for review (Awaiting Review status)
  </Step>

  <Step title="PM verifies">
    PM tests the fix thoroughly
  </Step>

  <Step title="Click Resolve">
    Opens resolution dialog
  </Step>

  <Step title="Write summary">
    Explain what was fixed and how
  </Step>

  <Step title="Submit">
    Ticket marked Resolved
  </Step>

  <Step title="Client notified">
    Email sent to client with resolution details
  </Step>
</Steps>

### Resolution summary

The resolution summary should include:

* **What was broken** - Brief recap of issue
* **Root cause** - Why it was happening
* **What was fixed** - Changes made
* **How to verify** - How client can confirm
* **Any caveats** - Edge cases or limitations

**Example resolution summary:**

> The product filter was not working due to a JavaScript error in the collection page template. We fixed the event handler that wasn't properly binding to the filter buttons. The filter now works correctly across all collection pages. Test by visiting any collection page and clicking filter options - results should update immediately.

<Tip>
  Write resolution summaries for the client, not technical jargon. Explain in plain language what was done.
</Tip>

### Testing before resolution

PM should verify:

* Issue no longer occurs
* Fix works across all affected stores
* No side effects introduced
* Edge cases handled
* Mobile and desktop work

**Testing checklist:**

* Reproduce original issue (should not occur)
* Test happy path
* Test edge cases
* Check related functionality
* Verify on all affected stores

## Resolving escalations

### Escalation resolution

Internal escalations require:

* Issue addressed
* Action plan documented
* Team coordinated
* Client expectations reset (if needed)

### Resolution summary for escalations

Should document:

* **Concern raised** - What was escalated
* **Investigation** - What was discovered
* **Actions taken** - How it was addressed
* **Outcome** - Current state
* **Prevention** - Steps to avoid repeat

**Example escalation resolution:**

> Scope creep concern regarding client requesting features outside retainer. Met with client and CSM to clarify retainer scope vs project work. Created clear documentation of what's included. Client now understands that new features require quotes. Established process for flagging scope questions before starting work.

### Escalation outcomes

Resolutions may include:

* Client expectations realigned
* Process improvements
* Additional resources allocated
* Contract adjustments
* Communication protocols established

<Note>
  Escalation resolutions are internal. Focus on what was learned and how to prevent similar issues.
</Note>

## Resolving questions

### Quick resolution

Questions can be resolved fast:

* No work to verify
* Answer provided in comments or summary
* Mark resolved immediately
* Client gets notification

### Answer in resolution summary

Provide the answer clearly:

* Direct response to question
* Step-by-step if applicable
* Links to relevant docs
* Contact for follow-up

**Example question resolution:**

> To update the homepage banner, log into the Shopify admin, go to Online Store → Themes → Customize. Click the banner section and update the image and text. Click Save when done. The changes will appear immediately on the live site. Contact us if you need help with this.

<Tip>
  For common questions, provide links to documentation so clients can self-serve in the future.
</Tip>

## Post-resolution

### What happens after resolution

When ticket is resolved:

* **Status changes** to Resolved
* **Timestamp recorded** - When resolved
* **Client notified** via email
* **Resolution visible** in portal
* **Ticket archived** in system

### Client can still

After resolution, clients can:

* View ticket and resolution
* See resolution summary
* Access attachments
* Review conversation history
* Reference for future issues

### Reopening tickets

If issue resurfaces:

* Create new ticket referencing old one
* Don't reopen resolved tickets
* New ticket allows proper tracking
* Links show relationship

<Warning>
  Don't reopen resolved tickets. Create a new ticket and reference the old one if the same issue occurs.
</Warning>

## Time tracking

### Logging time

Time should be logged:

* As you work on ticket
* When completing ticket
* After resolution if needed

### Time entry details

Include:

* **Duration** - Hours spent
* **Date** - When work was done
* **Activity type** - "Support"
* **Notes** - What you did

### Time aggregation

Time logged:

* Totals on ticket detail
* Rolls up to client budget
* Compared to estimate
* Used for reporting

## Converting to quotes

### When to convert

Convert tickets to quotes when:

* Work is beyond quick fix
* Needs proper scoping
* Requires significant time
* Should be quoted separately

### Conversion process

<Steps>
  <Step title="Identify scope">
    Realize ticket needs more than support hours
  </Step>

  <Step title="Click Convert">
    "Convert to Quote" button (PM only)
  </Step>

  <Step title="Quote created">
    New quote created with ticket details
  </Step>

  <Step title="Ticket links">
    Ticket shows link to quote
  </Step>

  <Step title="Quote workflow">
    Follow standard quote process
  </Step>
</Steps>

### What transfers

From ticket to quote:

* Client
* Title
* Description
* Attachments
* Link back to ticket

**What doesn't transfer:**

* Priority (quotes don't have priority)
* Time logged (stays on ticket)
* Status (quote starts fresh)

<Note>
  The ticket remains for reference but the work continues through the quote workflow.
</Note>

## Resolution best practices

<CardGroup cols={2}>
  <Card title="Test thoroughly" icon="flask">
    Verify fix works before marking resolved
  </Card>

  <Card title="Clear summaries" icon="file-text">
    Explain resolution in plain language
  </Card>

  <Card title="Client perspective" icon="user">
    Write for client understanding, not technical team
  </Card>

  <Card title="Include verification" icon="check-square">
    Tell client how to confirm the fix
  </Card>

  <Card title="Document learnings" icon="book">
    Note what you learned for future tickets
  </Card>

  <Card title="Timely resolution" icon="clock">
    Don't delay marking resolved once verified
  </Card>
</CardGroup>

## Common resolution scenarios

### Scenario 1: Bug fix

**Ticket:** Product images not loading

**Resolution:**

1. Developer fixed image path issue
2. PM tested on all stores
3. Verified images load correctly
4. Resolution summary explains fix
5. Client notified
6. Resolved status set

### Scenario 2: Scope discussion

**Ticket:** Client wants new feature via support

**Resolution:**

1. PM recognizes needs quote
2. Converts ticket to quote
3. Quote sent to client
4. Original ticket resolved with note: "Converted to Quote #45"
5. Client follows quote workflow

### Scenario 3: Question answered

**Ticket:** How to add discount codes?

**Resolution:**

1. CSM provides step-by-step answer
2. Includes screenshots
3. Links to Shopify docs
4. Resolved with answer in summary
5. Client can reference anytime

## Troubleshooting

<AccordionGroup>
  <Accordion title="Can't mark ticket resolved">
    Only PMs and Managers can resolve tickets. If you're the assignee, submit for review instead (Awaiting Review status).
  </Accordion>

  <Accordion title="Resolved but issue persists">
    Create a new ticket referencing the original. Don't reopen resolved tickets. This allows proper tracking of the recurring issue.
  </Accordion>

  <Accordion title="Client says they weren't notified">
    Check client has active status and valid email. Verify resolution was saved properly. Resend notification if needed.
  </Accordion>

  <Accordion title="Need to edit resolution summary">
    Open ticket and edit the resolution summary field. Changes are allowed after resolution.
  </Accordion>

  <Accordion title="Resolved by mistake">
    PM can change status back to previous state. Add comment explaining why it wasn't actually resolved.
  </Accordion>
</AccordionGroup>

## Metrics and reporting

### Resolution tracking

System tracks:

* Time to acceptance
* Time to resolution
* Time in each status
* Time logged vs estimate

### Key metrics

**Per ticket:**

* Response time (New → Accepted)
* Resolution time (New → Resolved)
* Time in progress
* Accuracy of estimate

**Aggregate:**

* Average resolution time by priority
* Resolution rate by team member
* Common issue types
* Client-specific patterns

### Using metrics

Insights help:

* Improve response times
* Better estimate similar issues
* Identify recurring problems
* Allocate support capacity
* Recognize team performance

## Best practices summary

<CardGroup cols={2}>
  <Card title="Speed by priority" icon="gauge">
    P1 immediate, P2 same day, P3 1-2 days, P4 when able
  </Card>

  <Card title="Thorough testing" icon="microscope">
    Test fix completely before marking resolved
  </Card>

  <Card title="Clear communication" icon="message">
    Keep client informed throughout
  </Card>

  <Card title="Accurate time" icon="clock">
    Log time to improve estimates
  </Card>

  <Card title="Quality resolutions" icon="sparkles">
    Fix root cause, not just symptoms
  </Card>

  <Card title="Learn and improve" icon="arrow-up-right">
    Use resolution data for future tickets
  </Card>
</CardGroup>

## Next steps

<CardGroup cols={2}>
  <Card title="Help Desk Overview" icon="headset" href="/user-guide/help-desk">
    Back to Help Desk overview
  </Card>

  <Card title="Ticket Workflow" icon="git-branch" href="/user-guide/help-desk/ticket-workflow">
    Review status progression
  </Card>

  <Card title="Ticket Types" icon="tags" href="/user-guide/help-desk/ticket-types">
    Understand ticket types
  </Card>

  <Card title="Time Tracking" icon="clock" href="/user-guide/time-tracking">
    Log time against tickets
  </Card>
</CardGroup>