When your support team mark a ticket "Closed" before I had a time to check what your team has done on the ticket - I have to consider this as you consider the ticket closed even if I dont consider it closed. Which automatically produce a negative sentiment. A negative sentiment lead often times to a negative review. Much better would it be if be if the status was "Awaiting client update" - and then have an auto close of the ticket after 2 weeks. This would give me plenty of time to review the ticket and everybody would be happy.