How can I manually close a ticket? Follow

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2 comments

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    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.

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    Jessie Schutz

    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.

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