Question
I'd like to force a ticket status to Closed. How can I manually close a ticket?
Answer
You can't manually close a ticket, or select Closed as a status within the ticket. See the reasons below:
- 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. This is an example workflow:
To create this workflow
- Create a new trigger.
- 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
- Under Actions, add:
-
Object > Ticket > Remove tag |
closenow
- Object > Ticket > Status category | Closed
-
Object > Ticket > Remove tag |
Tips: To make sure agents don't mistakenly forget to add the closenow tag, why not create a macro using Add tags closenow as the Action as well? When applied to a ticket, the macro will automatically add the tag and trigger the action.
Note: In the trigger, remove the original tag as the first action and only then close the ticket. This order prevents issues with follow-up tickets being automatically closed upon creation.
Finally, in accounts without custom ticket statuses enabled, use Status for the condition and action instead of Status category in the trigger recipe above.
Finally, in accounts without custom ticket statuses enabled, use Status for the condition and action instead of Status category in the trigger recipe above.