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Is the status Resolved the same as Closed ?

I have some CS that have been assign the status of Resolved and others that are Closed.

Are these the same status for you? If not, what are the difference between both?

Thanks

Renee Plamondon
Oct 3 2017
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Kyung Hwang commented

October 04, 2017 16:03

The closed state and resolved state both apply to case tickets. You will notice that a state of closed cannot be commented on in your case views. This state is typically a recognition that no further action is required as both parties agree on the solution. The state of resolved can be commented on and will result in the case being set back to open and active. This state typically represents that Eagle believes they have provided a response with the information to solve your inquiry. This provides our clients the opportunity to respond back with confirmation to close the ticket.
The closed state and resolved state both apply to case tickets. You will notice that a state of closed cannot be commented on in your case views. This state is typically a recognition that no further action is required as both parties agree on the solution. The state of resolved can be commented on and will result in the case being set back to open and active. This state typically represents that Eagle believes they have provided a response with the information to solve your inquiry. This provides our clients the opportunity to respond back with confirmation to close the ticket.

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