How can I manually close a ticket?
It is not possible for agents to close a ticket manually, or add "Closed" as a status within the ticket. This is because closed tickets cannot be modified in any way, and triggers, automations, or the Zendesk API sometimes make updates to the ticket upon (or after) ticket solve.
However you can use triggers to automatically close tickets based on certain conditions e.g. the presence of a particular custom field value, or a particular tag. I have outlined an example worflow for this below.
- Create a trigger that looks for a specific tag on tickets and changes the status to closed, based on its presence, as per the example below.
- If needed, create a view of tickets you want to close. You can work through this view to add the tag to your tickets - either by updating each ticket individually, or by using the bulk ticket editor to add the tag to all the tickets on the page of the View.