HS Case Tagging

Close

You can tag a ticket as closed and assign it to anyone if:

Retention has been provided.
You've responded to a pending ticket after monitoring it for two days.
You've responded without including a cancellation link.
The ticket has not been escalated.

Pending

You can tag a ticket as pending and assign to yourself if:

You provided any cancellation link
You offered retention and cancellation
You escalated the customer's ticket

Spam

We do not close Spam tickets, we tag them as Spam.

If you're unsure whether the ticket you have is spam, please don't hesitate to reach out to support for assistance.

Tickets with Cancellation Link

For customers who did not request cancellation and were provided with the 7DFT trial information and cancellation link, the ticket should be closed and assigned to anyone. For customers who requested cancellation and were provided with the cancellation link, those tickets should remain pending and assigned to yourself for further action.

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