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 application programming interface (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

To create the trigger:

  1. Click the product name, such as Support or Knowledge, from the menu in the top left corner > Admin Center
  2. Click Objects and rules in the sidebar > Business rules > Triggers
  3. Click Create trigger
  4. Enter a Name and a Trigger category
  5. Under Meet ALL of the following conditions, add Object > Ticket > Status category | Less than | Closed and Object > Ticket > Tags | Contains at least one of the following | closenow
  6. Under Actions, add Object > Ticket > Remove tag | closenow and Object > Ticket > Status category | Closed. This order of actions prevents issues with follow-up tickets that automatically close upon creation.
  7. Click Create trigger

Close ticket automatically trigger.png

Step 2: Create a macro for your agents

To make sure that your agents don't forget to add the closenow tag, add a macro.

To add a tag with a macro:

  1. Click the product name, such as Support or Knowledge, from the menu in the top left corner > Admin Center
  2. Click Workspaces in the sidebar > Agent tools > Macros > Create macro
  3. Enter a Macro name
  4. From Available for, select All agents
  5. Under Actions, add Add tags | closenow
  6. Click Create

Step 3: Ask an agent to refresh the page and use the macro

To apply that macro:

  1. Ask an agent to refresh the page on Zendesk
  2. Open a Support ticket to close, click Apply macro, then select the name of the macro you created
  3. Click Submit as Solved

This applies the macro from a ticket. The ticket receives the tag automatically, which starts the trigger.

Note: In accounts with custom ticket statuses deactivated, use Status for the condition and action instead of Status category in the trigger recipe above.
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