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How can I manually close a ticket? [Video]

Ricardo Pinto
  • Edited
Zendesk Digital Resources Team

Question

Can I submit a ticket with the status closed?

Answer

You can't manually close a ticket, or select Closed as a status within the ticket. This is because:

  • Closed tickets can't be modified in any way
  • Business rules may make changes upon or after a ticket solve.
  • The Zendesk API may make changes upon or after a ticket solve.

As a workaround, 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.

To create this workflow

  1. Create a new trigger.
  2. Under Meet ALL of the following conditions, add:
    • Status category | Less than | Closed
    • Tags | Contains at least one of the following | closenow
      Conditions.jpg
  3. Under Actions, add:
    • Remove tag | closenow
    • Status | Closed
      Trigger_actions.jpg
Tip: Remove the original tag as the first action of the trigger, and only then close the ticket. This order prevents issues with follow-up tickets being automatically closed upon creation.
Note: In accounts without custom ticket statuses enabled, use Status for the condition and action instead of Status category in the trigger recipe above.
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6 Comments

  • Nwafor Ekwutosi

    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
  • Nwafor Ekwutosi

    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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