"User is requester on tickets that are not closed" error

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4 Comments

  • Natasha Ace

    Now that I know this information, how do I leave the tickets in the said status, but remove the said user?  I've tried re-assigning, but doesn't seem to work.

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  • Jessie - Community Manager

    Hi Natasha!

    Can you be more specific about what's going wrong? How exactly are you re-assigning these tickets? Are you trying to give them to a specific agent or just move over to a group?

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  • Michael Lynch

    It boggles my mind that I cannot, as the admin of my helpdesk, manually close a ticket. You really need to include this painfully obvious necessity into our service.

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  • Jessie - Community Manager

    Hi Michael!

    While "Close" isn't an option in the ticket status menu, you can set up a trigger that will allow you to close ticket immediately. Set the trigger up to test for a tag, such as close_me_now, and make the action "Status > Closed". Add any other necessary conditions. Then anytime you add the "close_me_now" tag to a ticket and update it, it'll close the ticket right away. Hope that helps!

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