Workflow: How to manually close a ticket

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.

• Video guide
• Step 1: Create a trigger
• Step 2: Create a macro for your agents

Video guide

Watch the video guide below to set up a trigger that manually closes tickets.

Step 1: Create a trigger

To create the trigger

1. Add a new trigger
2. 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

3. 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.
4. Click Create trigger

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. Create a macro
2. Under Actions, add Add tags | closenow
3. Click Create

When an agent applies the macro, the ticket is automatically tagged which fires 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.