The purpose of shift+closing tickets is to improve our turnaround times, as well as to avoid sending a satisfaction survey that may negatively impact our results. We do want to receive ‘unsatisfied’ responses for areas that several members are experiencing with our current software in order to improve and/or create You Track tickets.

a) Feature Requests – after inputting information into Trello, these tickets can be Shift + Closed.

b) Non-paying members seeking assistance (after we provide instructions to sign into the membership area or refer them to the forum).

c) After 6 months 'Waiting on Third Party' (these are You Track tickets that have not been resolved yet but we will get back to the member when resolved by creating a new ticket). 

d) Unreasonable clients i.e. users who will continue to rate us as unsatisfied for issues that are out of our control.

e) Pre-sales questions (where you are sure there will not be further explanation required) - discretionary. What we are trying to avoid is answering questions from non-paid members who are using our paid versions without a license. We should be answering with responses that explain that the functions are available, not on 'how to' use the software.