Our support team is here to provide information to clients and offer solutions to rectify the client issues at hand. Of course, there are steps and processes when it comes to responding to the tickets clients submit appropriately; providing the correct information, remaining professional, and receiving satisfaction comments. But, if the solution is something within our range of abilities, we solve it immediately. If it is outside of our realm, we offer suggestions and to try to help steer the client in the right direction to get the issue resolved.
We have set up automated messages (sent twelve hours after our last comment) to clients to remind them to respond to us about open tickets/support issues. When there is a response from a client, it reopens the same ticket so that it stays live. If a client has forgotten to mark the issue as solved it is updated for them.
The reason why we use ticket tracking and various other tools, is to help clients get things accomplished and ensure they have everything they need from us in a timely manner. Not only does our process help us maintain tickets, but initiates faster response from the customer. We are actively keeping our clients involved and pushing them to continue to work with us as quickly as possible to get customer issues resolved quickly.