If the OP is correct, there are discrepancies with the customer-support process at Cox.
First, you don't close a ticket unless the customer's original problem is resolved (TV Service Stops After 30-40 Minutes).
Second, if a Help Desk assigns or escalates a ticket to a maintenance team, the Help Desk doesn't close anything. After the maintenance team completes their portion to resolve the problem, the team reassigns the ticket back to the Help Desk. The Help Desk always owns the ticket.
Third, Cox is abusing the 24-Hour Rule. 24 hours doesn't mean a ticket times out. It means if a customer hasn't heard from Cox within 24 hours, Cox updates the customer on progress: escalation, work stoppage, awaiting parts, temporary fix, etc. Even if a problem is fixed, the best help desks still won't close a ticket until following-up with the customer 24 hours later.
If Cox is closing tickets after escalation or 24 hours, Cox has a metric-focused process as opposed to a customer-focused process.
From past experience the maintenance department is useless and lazy. Maintenance never knocks on your door to see if they fixed the problem. Whoever is in charge of maintenance dept. apparently don't give a ** about customers are his workers contact you after they are done to see if the issue was resolved.
