How to close a Service Ticket with Rating?

 

In this video, we’ll help you with the process of closing a service call once it reaches the resolved stage.

Here’s how it works: an engineer visits the customer site, resolves the issue, uploads the service report and obtains the customer’s signature. However, the engineer cannot close the service call as this task is handled by the back office team.

To begin, go to Open Service and navigate to the Total Service tab. Here, you can filter and view all service cases based on their status and time period. Locate the cases marked as Resolved as these are the ones ready for closure.

Click on the ticket number to open a specific case. Review the engineer’s report, uploaded documents, and customer signature to ensure the service is completed correctly. Once verified, scroll to the remarks section. Add your closing remark and click Save this will mark the case as resolved.

You’ll also notice an option to enable the rating feature from the master settings. Once activated then you can record customer feedback before closing the case. If a customer rates the service below 4 and make sure to specify the reason for the low rating.

This rating system which is also known as the Happy Calling System helps monitor service quality and customer satisfaction. All the customer reviews will be monitored here.

After saving the final details the case will automatically transition from the Resolved stage to the Closed stage.

That’s it! You’ve successfully closed a resolved service call with AntMyERP.