How can I manually close a ticket? Follow

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11 comments

  • Avatar
    Michael Lennon

    We're testing this method to close tickets once the requester has completed a feedback survey. The survey is via a 3rd party app and the response updates the ticket but, submitting the ticket after adding the close tag, as per step 3, results in the requester receiving a further (final) update on the ticket whereas we would prefer the survey to be the final update that the requester sees.

     

    I can't see a way around this but wanted to check here in case I'm missing something.

  • Avatar
    Jessie - Community Manager

    Hey Michael!

    I would say that the easiest way to do this would be to set it up so that a tag is added to the ticket when the survey is sent (or completed), and then edit your notification trigger so that it does not fire when that tag is present.

    I'm not sure how your survey app works with Zendesk, but I would think that you could either set up a trigger or a macro to add that tag.

  • Avatar
    Grzegorz Ksiazek

    Hi Jessie,

     

    I've tried to work around Zendesks lack of basic functionality (why can't I just Close tickets manually) but it didn't work. My case is:

    1. I need to move end-users around to different organisation,

    2. provided they have the same email addresses and names I can't just simply create duplicates

    3. In order to delete an end- user all his tickets must be in closed state.

    As per your advice, I've tried to create a simple trigger, all tickets created by an organisation must be closed. No joy I'm afraid, the organisations ticket status has not budged.

    See my trigger below:

    Any help is appreciated.

     

    Many Thanks

     

    Grzeg

  • Avatar
    Grzegorz Ksiazek

    Hey Jessie,

    OK, I did not know that the trigger needs a trigger, in other words once I updated the 'non-closed' incidents the trigger kicked in and changed Status to Closed!

    I bit of a workaround for a basic functionality.

     

    Many Thanks

     

    Grzeg

  • Avatar
    Brenton Johnson (Edited )

    One big issue I found with this;

     

    When someone creates a follow up ticket, it inherits the tags of the old ticket. This means the follow up ticket is immediately closed, which is a huge as it never shows up in the system.

     

    Is there a way around this?

     

    EDIT * added if status is solved

  • Avatar
    Diogo Maciel

    Hi Brenton!

     

    One way for the follow up tickets to not be closed on this workflow is to add the condition Channel: Is not Closed ticket

     

    Hope this helps!

  • Avatar
    Eckhard Doll

    Hello!

    Could we please simply be allowed to close a ticket manually? It's weird that we need to created tags and triggers for the most basic things like closing a ticket.

    To avoid doing this by accident, another confirmation could be included.

  • Avatar
    Nicole - Community Manager

    Hi Eckhard - 

    You can create a macro that places a tag on the ticket, and a trigger that automatically closes the ticket when that tag is applied. This would make the workflow effectively the same as manually closing the ticket. 

    Since that capability exists and, for the most part, it's better to leave the line of communication open for customers for a few days after solving the ticket, (you wouldn't want a "thank you" response to open a new follow up ticket, for example) I would not expect that we'll be putting development resources into changing that functionality. 

  • Avatar
    Eckhard Doll

    I understand your scenario but there are others. For instance, customers asking for a deletion of their account. That won't work with solved tickets, only with closed tickets. So more tags, macros and triggers it is. Sometimes a customizable system can become too customizable... just saying.

  • Avatar
    Sebastian Jäschke

    @Eckhard - Exactly, especially as the new 'EU GENERAL DATA PROTECTION REGULATION' forces any company in europe to have the option to delete such an account an customer request. So, in zendesk it seems to be possible to delete accounts, but being forced to have all tickets closed, but not offering a preinstalled function to close, is not a good way.

  • Avatar
    Jessie - Community Manager

    Hey Eckhard and Sebastian!

    For whatever it's worth, you do have the ability to bulk update tickets in Zendesk, so once you have your macro and trigger in place, you can force close those tickets really quickly. You'd also have the option to do this using our API.

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