Close Case - Not Resolved

Close Case - Not Resolved

When a support case gets to a point where Marketo does not have a current solution there should be another button other than "Accept Solution".  This is somewhat disingenuous as I am not really accepting a "solution" only that there is none.

Instead there should be two buttons - "Close Case - Resolved" and "Close Case - Not Resolved" or something like that.  I think this would help Marketo better understand how they are performing.
5 Comments
Anonymous
Not applicable
I had this today as well. There was no solution, the answer is that the technology won't be supported, which is an answer. But that's not a solution and nothing was resolved. Good suggestion.
Level 1
I agree 100%. I refused to close a case because the suggestion was not acceptable, so I asked the support rep to close it for me, saying explicitly that I had not accepted the "solution" as there wasn't one. 
Yup I also experienced this a week ago. 
Level 7
Thank you for the suggestion.  We think it is a great idea and will certainly look at enhancing the pages for managing support cases.  Adding more specific close reasons will provide all of our customers with better options and also give our support team better data to continually improve our services.
Community Manager
Status changed to: Open Ideas