How can I manually close a ticket? Follow

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4 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 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.

  • 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

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