Agents and customers cannot close tickets Follow

Question

How can my customers and agents close tickets themselves? 

Answer

While agents and customers cannot manually close tickets, you can set up the following workaround:

  1. Create a trigger based off of certain conditions on the ticket, such as a comment, request type, etc. to close the ticket.
  2. Create a tag 'close_me_now' (example) and add that tag as a condition in the trigger.
  3. Once this trigger is set up, test it out on a new ticket and make sure you are able to close the ticket properly.
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