How can I manually close a ticket? [Video]

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6 Comments

  • TN

    Hi Ricardo,

    Is it possible to create a view for solved call tickets?

    0
  • Ricardo Pinto
    Zendesk Digital Resources Team

    @... Definitely. Use the following conditions in Tickets must meet all of these conditions to appear in the view:

    • Status | Is | Solved
    • Channel | Is | Phone call (incoming)

    If you also want to account for outgoing calls, then the view should be different. Under Tickets must meet all of these conditions to appear in the view:

    • Status | Is | Solved

    Then under Tickets can meet any of these conditions to appear in the view

    • Channel | Is | Phone call (incoming)
    • Channel | Is | Phone call (outgoing)

    Hope it helps!

    0
  • TN

    Hi Ricardo,

    Thanks for your response. I have tried it but the call tickets still does not go to the view, it remains empty. 

    Thanks.,

    0
  • Cheeny Aban
    Zendesk Customer Care

    Hi TN,

    We'd love to further assist you regarding your concern. I highly suggest that you contact us so we can check your account and identify the reason why the said tickets are still not showing on your end.

    All the best

     

    0
  • S V

    Very helpful video. Thanks :) 

    Once the ticket is closed manually by adding a business rule explained in the video, does the sender receive any notification email?

    0
  • Erica Girges
    Zendesk Developer Advocacy

    Hi SV, 

    Great question! If the ticket is being placed directly into a closed status the sender will not receive any notification email. However, if you did need a notification to be sent you could use this workflow: 

    Create a macro and the actions would be to notify the user of the ticket closing and assign a tag to signal its ready for a manual close. 

    Then create a trigger that looks for that tag and proceeds to close the ticket.

    Hope this helps!

    Erica - Dev Support Engineer

    0

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