Can I update a ticket in Repairs with additional comments or make a request of the technician?
Yes. Users can add comments regarding new information found on the customer side or make requests of the Verizon technician such as: • Request Escalation – request the next level of escalation on the ticket. • Request Monitoring – request additional monitoring of a service to verify it is stable before closing the ticket. • Respond to Deferred Time – provide information requested by the technician when they put the ticket on hold. This might be access hours and site information, or other information. • Request Close – close out the ticket even before Verizon asks if you feel the service is sufficiently back in service. • Request Reopen – once your ticket is resolved, it is typically in a holding pattern or being monitored for stability for a period of time. If the issue recurs, or if you feel the issue was never resolved, then re-open the ticket to take it out of resolved status and put it back into open, working status. The technician will be notified that a customer has entered a req
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Can I update a ticket in Repairs with additional comments or make a request of the technician?