Keep proposed and confirmed resolution separate
Synthetic support policy distinguishes repair-verified, customer-confirmed and review-needed. T-181 has a staff pass but no customer reply; it stays repair-verified awaiting outcome. T-182 has the customer’s matching task success; it can be customer-confirmed. T-183 has a reply reporting continued failure and returns to investigation. This fixture has no automatic silent closure rule.
| Ticket | Staff evidence | Customer evidence | Result state |
|---|---|---|---|
| T-181 | Matched test pass | No reply | Repair verified; outcome pending |
| T-182 | Matched test pass | Same task now succeeds | Customer confirmed |
| T-183 | Matched test pass | Same task still fails | Investigate remaining failure |
Apply the customer observation when received
- Record staff verification
- Request relevant customer outcome
- Classify reply or absence of reply
- Confirm or investigate on evidence
A delivery receipt or a thank-you about response speed is not a matching task confirmation.
How many tickets have customer-confirmed recovery?
Show the worked answer
One: T-182. T-181 has no customer outcome yet, and T-183 reports continued failure.
Use the closure policy actually agreed. Where a case may close without a reply, distinguish that disposition from customer-confirmed recovery.