If we've done all of the troubleshooting that we can and the course still remains incomplete, please create a ticket and let the user know that we'll need a screenshot of the final slide of the course OR if the course has a test we'll need a screenshot of their score to send to the admins. If the course has a test, please check to see if you can find a minimum score for the course and ensure the user has met the requirement before escalating a completion request.

I apologize that your course has not moved to completion despite our troubleshooting efforts. So that the Administrators can assist you further, I will need to create a ticket to request that the course be marked complete. The Administers will also need a screenshot of the final slide of the course or if the course had a test, we'll need a screenshot of your test score as proof of completion.