Dear valued clients,

We are reaching out to provide further clarification regarding the ticket statuses and the circumstances that lead to the temporary closure of certain tickets in our system. We believe it's important to ensure that our valued clients have a clear understanding of the reasons behind these decisions and the specific requirements that guide us in this process.

Our intention is to maintain transparency and effective communication throughout your support experience. The decision to temporarily close a ticket lifecycle is made with careful consideration, aiming to optimize our resources and provide prompt assistance where it is most needed.

Tickets are temporarily closed in accordance with our established process for the following reasons:

1. **No Response after Follow-Up:** When a ticket remains unanswered despite three consecutive follow-up attempts, we proceed with the assumption that the issue or concerns related to that specific ticket have been effectively addressed and resolved.

2. **Straightforward and Complete Response:** Tickets that have received a comprehensive and straightforward response, fully addressing a particular issue, query, or concern, are considered for closure. These instances typically involve matters that can be concluded with a single response.

3. **Direct Instructions for Resolution:** For cases where specific issues can be resolved through direct instructions, we provide precise guidance on how to proceed. These instructions are often detailed enough for your IT team to deploy necessary fixes, representing a basic deployment of solutions.

4. **Tickets Related to eClaims Downtime:** We will consider temporarily closing tickets related to eClaims downtime once we are certain that the eClaims web services have been completely restored or during ongoing maintenance activities. For eClaims-related matters and maintenance that tend to impact most or all of our clients, we typically update progress through our Facebook group and helpdesk portal as general advisories. In such cases, submitting new tickets is often unnecessary.

These temporary closures are part of our effort to maintain an efficient ticketing process and ensure that our support resources are optimally utilized. It's important to note that while tickets are temporarily closed, users are welcome to reopen them if further assistance or clarification is required. We value your understanding and cooperation as we strive to provide the best support experience possible.

Should you have any questions, concerns, or need additional assistance, please do not hesitate to reach out to us.

Best Regards,

Bizbox Support Team