Resolving and rejecting tickets

When closing a ticket, you can either resolve or reject the ticket. Here's an overview of what the two different actions mean and when you should use them.

Resolving a ticket

When a ticket is resolved, a CSAT survey will be sent to the player. The player will always be notified that the ticket has been closed.

Resolving a ticket should be used in normal situations when the interaction with the player is complete and their inquiry has been resolved.

Rejecting a ticket

When a ticket is rejected CSAT survey will not be sent to the player. Additionally on email channel, the player will not be explicitly notified that the ticket has been closed.

Rejecting a ticket is useful in situations when players don't have a real reason to contact customer support, but might be spamming, venting, or creating a new ticket of a previously closed ticket if they weren't happy with the outcome.