Closing a Billing Incident

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Following the resolution of a billing incident the ticket is set a solved by a member of the Arkessa Billing Team.  You will be notified via an email to let you know that the ticket has been completed.

We'll only set the ticket as solved if we feel the issue has been resolved.

You will have five business days to reply or provide an update on the ticket, should the issue re-occur or you feel the issue has not been solved.  If an update is provided the ticket will automatically re-open for further investigation.

After five business days the ticket will be set as closed.  Please note that if an update is provided after five business days, a 'follow up' ticket is created with a brand new ticket reference number.

Legacy tickets can be viewed and managed from your Customer Portal.

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