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How can I manually close a ticket? [Video]

Ricardo Pinto
  • Edited
Zendesk Digital Resources Team

Question

How can I manually close a ticket?

Answer

It's not possible for agents to manually close a ticket, or select Closed as a status within the ticket. This is because closed tickets cannot be modified in any way and business rules and the Zendesk API sometimes make changes upon or after a ticket solve. 

However, you can use triggers to automatically close tickets based on certain conditions, for example, the presence of a particular custom field value or a particular tag. Below is an example workflow.

Video

To create this workflow

  1. Create a new trigger.
  2. Add the following conditions under Meet ALL of the following conditions:
    • Status | Less than | Closed
    • Tags | Contains at least one of the following | closenow
  3. Add the following actions under Actions:
    • Remove tag | closenow
    • Status | Closed 
Tip: Be sure that the first action in the trigger is to remove the original tag, and only then close the ticket. This prevents issues with follow-up tickets being automatically closed upon creation.

If needed, create a view of the tickets you want to close. You can work through this view to add the tag to your tickets, either by updating each ticket individually or by using the bulk ticket editor to add the tag to all the tickets on the page of the View.

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6 Comments

  • dandy

    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
  • dandy

    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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