Email Tickets and Chats should be resolved once you feel you have completely and satisfactorily resolved the customer's question. It's good practice to ask yourself if you've accomplished the mission of providing world-class customer service before marking the ticket or chat as resolved.

When you do mark it as resolved, the customer will receive a survey, so ensuring that the customer's inquiry is answered prior to marking the ticket as resolved will improve your chance of getting positive customer reviews.

For example, if the customer asked about their order status and you needed to request their order number, resolving the ticket before you receive the order number would likely result in an unfavorable customer review because you haven't provided them their order status yet.