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Add guidance for writing support ticket closure summaries

John Lyttle requested to merge jlyttle-master-patch-65028 into master

Why is this change being made?

Often when reviewing/reading a closed ticket which had a high volume of comments (both public and internal) it is difficult to quickly ascertain what the actual solution was. In these situations you need to read through numerous suggestions sent to the customer to try and identify what actually solved the issue.

PROS:

  1. Will improve efficiency as engineers searching zendesk for related tickets as part of the troubleshooting process will be able to quickly identify a solution.

  2. Will provide the customer with a clear summary of what the solution

  3. Will further encourage engineers to move towards an assignment approach.

  4. Will encourage engineers to seek confirmation of solution from customers prior to making a ticket as solved and should help reduce negative customer feedback where customers complain that their issue remains unsolved.

CONS

  1. It will add a small overhead to admin tasks for engineers

Author Checklist

  • Provided a concise title for the MR
  • Added a description to this MR explaining the reasons for the proposed change, per say-why-not-just-what
  • Assign this change to the correct DRI
    • If the DRI for the page/s being updated isn’t immediately clear, then assign it to one of the people listed in the "Maintained by" section in on the page being edited.
    • If your manager does not have merge rights, please ask someone to merge it AFTER it has been approved by your manager in #mr-buddies.
    • If the changes relate to any part of the project other than updates to content and/or data files please make sure to ping @gl-static-site-editor in a comment for a review and merge. For example changes to .gitlab-ci.yml, JavaScript/CSS/Ruby code or the layout files. (this requirement has been removed pending identification of a new DRI for the handbook)
Edited by Tom Atkins

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