What process is involved in ticket closure in Zendesk?

A ticket in Zendesk is considered closed when the issue has been resolved and this resolution has been confirmed by the customer. This approach emphasizes the importance of customer satisfaction and ensures that the resolution meets the customer's needs before finalizing the ticket. By obtaining confirmation from the customer, it helps to maintain a high standard of customer service and ensures no outstanding issues remain.

Closing a ticket solely based on an agent's discretion, without customer confirmation, can lead to unresolved issues and dissatisfaction. Additionally, closing tickets arbitrarily or after a predetermined time frame could ignore the nuances of customer interactions and feedback, which are critical in providing a comprehensive service experience. Thus, the key focus is on confirming resolution with the customer before officially closing the ticket.