User: "Please look at this ASAP!" ticket comes in, eventually gets escalated to me.
Me:"Looks like there was a role change, NBD. Can you test and let me know if that resolves your issue?"
User: 🦗 🦗 🦗 🦗 🦗
@AI78 "Let me know if this does not resolve your issue. Otherwise, I will close this ticket after X minutes."
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@lbtechguy I usually let it go for a day or so, then close it if I don't hear anything. I'm senior management so I sort of ignore SLAs and am not counted in those reports out to execs.
@AI78 Fair. I'm more of a zero inbox kind of person. I understand why you would keep some tickets open for VIPs or special cases.