When the Case has reached satisfactory resolution, the case status should be changed to Solved. Typically, the Case Owner from the Case Collaborator who created the ticket, should be the one to mark it as Solved.
It is important to close cases because resolution time (the time from open to close) is used to help create processes to make you more efficient and improve your customer’s experience.
When a case is marked solved by anyone, that status is changed for whoever else can see the case. Essentially, it’s a shared status for all collaborators.
Changing the Case Status to Solved
Go to the Cases section on the Shipment Details page and click the Marked Solved button.
- The Case Status will now appear as Solved for all users.
Reopening a Case
If a Case was incorrectly marked as Solved, it can easily be opened. Go to the Cases section on the Shipment Details page and click the Reopen button.
- The Case Status will now appear as Active.
Note: The Case Performance Dashboard does not include metrics for Cases after they have been reopened. See the Case Performance Dashboard for more information.
Best Practice: Only reopen a case if it is the same reason or case type as the previous case. If another issue occurs, then a new case should be created. For example, if a Damage occurs after a failed delivery attempt, then a new case should be opened for resolution on the damage. There can only be one case in Active status at one time per shipment.