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Ticket Pending Closure

✅ 1. Process Overview: Pending Closure Workflow

Step Trigger Action Timeframe
1 Technician believes request is complete Set status to Pending Closure Immediately
2 Client notified via email Auto-sent template Real-time
3 If no response Autoclose ticket Next business day (e.g. 24–36 hrs)
4 If client replies Technician reopens / continues support Within SLA

🧠 2. Psychological Framing: Why This Works

  • Polite closure avoids assumptions while reclaiming your team's focus.

  • Clear exit point reassures the client they’re still in control.

  • Short timeframe builds gentle urgency without pressure.

📬 3. Client Notification Script (Email Template)

Subject: Ticket #[TicketNumber] marked Pending Closure

Hi [ContactFirstName],

We believe the issue in your ticket:
"[TicketTitle]"
has now been fully resolved.

We’ve moved the ticket into Pending Closure, and it’s scheduled to close by the end of the next business day.

If you have any questions or feel something hasn’t been completed, just reply to this email and we’ll jump back in before it closes.

Thanks again for working with the Computerman team!

— Your Support Team

🧠 Tone is collaborative and respectful, with the onus gently shifted to the client to take further action if needed.

🛠 4. Autotask Setup: Pending Closure Configuration

New Status: “Pending Closure”

  • Status Name: Pending Closure

  • Status Type: "Complete"

  • Behavior: Not “Closed” yet – allows email templates, automation, and time tracking

  • Visible to Clients in Portal: Optional ✅

Automation Workflow Rule

Trigger:

  • Ticket status = “Pending Closure”

Action:

  • Send notification using “Pending Closure Email Template”

  • Add internal note:
    "Ticket marked Pending Closure. Client notified. Auto-close scheduled next business day."

Auto-Close Rule (After 1 Business Day)

Trigger:

  • Status: “Pending Closure”

  • Last Modified: >1 Business Day Ago

Action:

  • Update Status: “Closed – Completed”

  • Append note:
    "Ticket auto-closed from Pending Closure after 1 business day with no client response."

Note: You can optionally exclude VIP clients or Priority 1 tickets.

📘 5. Internal SOP: Pending Closure Ticket Process

SOP Title: Marking a Ticket Pending Closure

Department: Service Desk
Last Updated: July 17, 2025
Owner: William Perrin

🎯 Purpose

To provide a courteous, standardized method of indicating that a ticket is considered resolved while offering the client an opportunity to object or raise concerns before final closure.

📥 When to Use

Use “Pending Closure” if:

  • The client’s request has been completed

  • There are no outstanding questions or errors

  • The technician reasonably believes no further work is required

🚦 Step-by-Step Process

  1. Update the Ticket

    • Confirm resolution steps in a final public note

    • Set status to Pending Closure

    • (Optional) Add internal note for team clarity

  2. Trigger Email Notification

    • Email sent automatically via Autotask template

  3. Monitor for Reply

    • If client replies: Reopen ticket or address concerns

    • If no reply: Ticket auto-closes after 1 business day

🧼 Best Practices

  • Include screenshots, logs, or explanations in the final note to show evidence of resolution

  • Avoid technical jargon in the final client-facing message

  • Always be polite and assume positive intent

Would you like me to generate:

  • A downloadable PDF or Word version of this SOP?

  • Screenshots or guided setup steps in Autotask?

  • Internal training slide for your team on how to apply it?

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