The main objective of each and every support agent should be the closure of the ticket/incident which is pending on their bucket. But the closure is not just literally closing the ticket in the ticketing tool. The issue raised by the customer should be resolved and should have got the confirmation from them that they are no more facing the issue or their request is fulfilled. Then only you should close the ticket. If you missed getting confirmation by assuming that you resolved the issue, and if it is actually that the issue still persists, the customer frustration will get increased. Hence proper closure of the issue is very important. We should close the issue with a proper note and leave customer happy. Be sure to ask the customer to confirm on each and every issue he/she faced by has been resolved, take his feed, end the talk with confirmed satisfied customer.
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