Sometimes it is appropriate to close a ticket without customer confirmation:
- When you are confident you have provided the solution to the customer.
- When you find evidence that the issue has been resolved in another ticket.
- When the problem or outage has been resolved, and resolution has been communicated.
- Customer has been non-responsive.
Consider reminding the customer that you are here to support them, whether they need assistance with this issue or new concerns. Let the requester know they can re-open the ticket via the portal, or by replying to the ticket update.