The client has requested us to bulk close the mentioned tickets.
We must ensure that the request has been raised from the registered company domain.
Check if the ticket numbers are shared.
CASE 1: When the client has provided the ticket numbers and requested for bulk closure of tickets.
We can use the “All Ticket Admin” option from the Ticket tab when we have a higher number of tickets to be closed as we can search up to 500 tickets using the All Ticket Admin option.
We can use a comma separator link to add commas for all the ticket numbers provided by the client and search using the All Ticket Admin option to perform bulk actions.
CASE 2: If the client has provided multiple tickets with different resolution remarks:
Procedure:
We must gather the information and forward it to the Backend team.
The request must be forwarded to “Priyanshu@kapturecrm.com” with the mentioned ticket numbers and resolution remarks.
Acknowledgement Template:
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your request to close the mentioned tickets.
We have gone ahead and forwarded your request to the concerned team and we will update you regarding the same within XXXX hours.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
xxxx
Complete the Verification.
Follow the mentioned procedure based on the request.
CASE 3: If the client has requested for bulk closure of tickets but does not want to trigger any notification.
Procedure:
We must gather the information and forward it to the Backend team.
The request must be forwarded to “Priyanshu@kapturecrm.com” mentioning that the tickets must be closed without triggering a notification.
Acknowledgement Template:
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your request to close the mentioned tickets without a notification being triggered for the same.
We have gone ahead and forwarded your request to the concerned team and we will update you regarding the same within XXXX hours.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
xxxx
Template to be used post-closure of tickets:
Hello XXXX,
Greetings from Kapture!
We have gone ahead and marked the mentioned tickets as resolved and you will be able to see the changes for the same.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
XXXX