Best PracticesApril 30, 2026·4 min read
Why a resolution verification loop matters
By Priya Nair
A ticket marked resolved by an agent is a guess about the customer's reality. Sometimes the fix didn't work, and the customer simply gave up rather than reopening.
The verification loop asks the customer directly: did this solve your problem? Resolved tickets move to Pending Verification, and only a confirmation closes them. Anything unconfirmed reopens or auto-closes on a timer you control.
The payoff is two metrics you can finally trust: Verified Resolution Rate and Reopen Rate — the truest signals of support quality.
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