Tickets that go quiet.
WHAT HAPPENS
You ask for information, and hear nothing.
WHAT NOT TO DO
Close immediately Leave it open indefinitely
WHAT TO DO
Follow up, at a sensible interval.
HOW MANY TIMES
Twice, spaced.
WHAT TO SAY IN THE FINAL ONE
That you will close it, and that reopening is easy.
WHY THAT WORDING
It is a courtesy, not a threat.
WHAT TO CONSIDER
Whether they received your message at all.
WHY
Delivery failures are common, and silence may not be silence.
WHAT TO CHECK
Whether it was delivered.
WHAT TO TRY
A different channel, for anything important.
WHAT TO DO ABOUT SOMETHING URGENT AND UNANSWERED
Attempt to reach them another way.
WHAT EXAMPLES JUSTIFY THAT
An expiring domain A compromised account A failing backup
WHY
The consequence falls on them, and they will hold you responsible.
WHAT TO RECORD
Every attempt.
WHY
It demonstrates you tried, if challenged later.
WHAT TO DO WHEN THEY REAPPEAR MONTHS LATER
Reopen, or link to the old ticket.
WHY
The history is valuable and they will not repeat it.
