Customer Support Ticket Closure Policy – Non Responsive Customers

Customer Support Ticket Closure Policy – Non-Responsive Customers

Article Type: FAQ Audience: All Users Module: FAQ

At Fuuz, we are committed to providing timely and effective support to our customers. To ensure our help desk operates efficiently and that all customers receive the attention they need, we have established the following policy regarding support tickets when customers become non-responsive.

Policy Overview

If a customer does not respond to our support team's communications regarding an open ticket, we will consider the ticket eligible for closure under the following conditions:

• Time-Based Closure: If 7 calendar days have passed since our initial response and no reply has been received from the customer.
• Attempt-Based Closure: If we have made 3 separate attempts to contact the customer without receiving a response.
• Contact Frequency: Our team will not reach out more than once every other day to avoid excessive follow-ups.

Closure Process

Before closing a ticket, our team will:

1. Clearly communicate the resolution or request for additional information.
2. Send a final follow-up message indicating that the ticket will be closed unless we hear back within the next 48 hours.

Once closed, the ticket can be reopened at any time by replying to the original thread or submitting a new ticket.

Our Commitment

This policy is designed to respect our customers' time while maintaining operational efficiency. We remain committed to supporting our customers and encourage open communication to ensure all issues are resolved satisfactorily.

See Also

• Understanding-Your-Fuuz-Support-Billing
• General-Platform-FAQs

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Source: support.fuuz.com