Selecting 1 of 2 different actions when closing a ticket

3 Comments

  • Ahmed Zaid
    Community Moderator

    Hi Ben,

    It is not possible to customise the closed status, but you may be able to join an early access program to test custom ticket statuses. This way, you can create two types of "Solved" statuses for your purpose.

    While you cannot report on custom statuses on Explore yet, I expect it to be ready at some point in the near future.

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  • Arianne Batiles
    Zendesk Customer Care

    Hi mind on hiatus

    Ahmed is right and we do not currently have a way to customize the Closed status. However, it seems you would like to send an email to users when you close a ticket for specific scenarios. 

    As a workaround, you can create a trigger that sends an email notification first before changing the status of the ticket to Closed. Just make sure to that the action "Email user" goes first and is on top of the status action. Hope this helps. 

    You can then keep the default automation "Close ticket 4 days after the status is set to Solved" to close off tickets after four days without sending an email to the ticket requester. 

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  • Kate

    mind on hiatus

    When you mean closed, do you really mean solved? Meaning, when you solve a ticket you want a the following scenarios: 

    - Solving without notifying the user
    - Solving with notifying the user

    In that case, there's a simpler workaround to this by using tags to prevent the email from being sent when you don't want to email the user.

    Find the trigger you have which is sending an email notification to the user whenever a ticket is solved (dependent on your customization, you may have a different trigger, but there is a default "notify requester of solved ticket" or something like that). 

    Add a condition to your ALL set that is tags contains none of the following [custom tag]. For us, we use silent_solve. Here's a screenshot of our solved notification trigger with this condition built in (again, all in the Meet ALL of the following conditions set): 



    Anytime we want to solve a ticket without notifying the requester, we add the tag silent_solve to the ticket (manually, by macro, or however you want to add it). That way, the ticket will solve (and ultimately move to close) without any notifcation to the end user. 

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