As you two are already pretty used to the helpdesk system, I’ll ask you to please ‘resolve’ the ticket if you think the request was satisfied (for example, the user was granted the required permission).
Also, after a week or two of inactivity from the user, please make sure to ping them and ask if there are any new information.
After 2 weeks without answer from them, the ticket can be closed.
I’ve been visiting helpdesk very rarely, sometimes only once a week, and it’s a little bit hard to find the tickets requiring my attention.
Thanks so much!