Why can't my users manually close tickets?
Due to system rule, users cannot manually set a ticket to closed. However, business rules or the Zendesk API are able to make updates to tickets at the point when (or after) a ticket is solved. Here is an example of using business rules to set your tickets to closed based on common conditions:
To create a trigger
- Click the Admin icon ( ) in the sidebar, then select Business Rules > Triggers.
- On the top right of the page, select Add Trigger.
- Add the following conditions under Meet all of the following conditions:
- Ticket > is > Updated
- Tag > Contains at least one of the following > (close_ticket)
- Status > Closed
See What is the difference between a Solved ticket and a Closed? ticket for more information on closed tickets.