Permanently close a ticket

4 Comments

  • Jonathan March
    Community Moderator

    Hi Maggie,

    You can do this with a trigger:

    *Conditions* should uniquely identify these particular tickets (e.g. Group Is Support). If you don't currently have a unique way to identify these tickets, then you could also define a checkbox field (mapped to a tag) which is only checked for these particular tickets, and include this in your conditions for the trigger.

    *Conditions* should include "Status Changed To Solved".

    *Actions* should include Status => Closed.

    Then as soon as you solve one of these tickets, it will be closed. 

    Note, however, that even having a ticket be closed does not prevent a user from creating a followup ticket, whether by email or online (see this longstanding request: https://support.zendesk.com/hc/en-us/community/posts/115000704207-Disable-Un-check-Create-follow-up-option?page=2#comments) On the positive side, at least it's a new ticket, but on the negative side, presumably it will still go to your deployment team (depending on your workflow) because by default followup tickets retain most of the properties of their parent tickets. So you might still need to write another trigger to identify such tickets, and re-route them to your Support Team, as described in this tip: https://support.zendesk.com/hc/en-us/articles/206233498-How-can-I-reset-drop-down-field-values-for-follow-up-tickets- 

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  • Maggie St.Clair

    Hi Jonathan, 

    Thanks for all of this info. I am going to test through this today but it sounds like it should do exactly what we need. I appreciate the heads up in regards to follow up tickets so I will create a second trigger to handle those. 

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  • Jonathan March
    Community Moderator

    Glad to help, Maggie. Just to emphasize: I'm not sure what exactly those followup tickets will look like (or, of course, how your existing triggers will process them), so I'd recommend testing one before taking the time to create your second trigger.

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  • Maggie St.Clair

    Oh for sure. I have a meeting set up this afternoon to discuss this with others to make sure I won't be interfering with their processes and other triggers. After that I will be doing the setup and testing. Thanks!!  

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