Admins and agents sometimes want to force a ticket status to Closed for these reasons:
- Closed tickets can't be modified in any way.
- Business rules may make changes upon or after a ticket is solved.
- The Zendesk API may make changes upon or after a ticket is solved.
This article provides a workaround to apply in these situations, with triggers that automatically close tickets based on certain conditions. For example, you can use the presence of a particular custom field value or a specific tag.
The workflow includes the steps below.
Step 1: Create a trigger
- Create a new trigger.
- Under Meet ALL of the following conditions, add:
- Object > Ticket > Status category | Less than | Closed
-
Object > Ticket > Tags | Contains at least one of the following |
closenow
-
Under Actions, add:
-
Object > Ticket > Remove tag |
closenow
-
Object > Ticket > Status category | Closed
This order of actions prevents issues with follow-up tickets being automatically closed upon creation.
-
Object > Ticket > Remove tag |
Step 2: Create a macro for your agents
To make sure agents don't mistakenly forget to add the closenow
tag, you can:
- Create a macro.
- Below Action, use Add tags
closenow
- When applied to a ticket, the macro will automatically add the tag and trigger the action.
Note: In accounts with custom ticket statuses deactivated, use Status for the condition and action instead of Status category in the trigger recipe above.