Closing tickets
Close a ticket with or without a closing message, what the agent's close suggestions mean, and when tickets open again.
Close a ticket when the problem is solved. The agent stops working on it, and nothing more is sent.
Only a person can close a ticket. The agent may suggest it, but never closes one itself.
Close a ticket#
- 1
Open the ticket.
- 2
Click Close ticket… at the top right, next to the ticket's status.
- 3
A box opens: Close this ticket? Choose whether to send a closing message (see below).
- 4
Click Send and close, or Close without a message. Cancel leaves the ticket as it was.
With or without a closing message#
| Choice | What happens |
|---|---|
| Tick Send a closing message to the requester first | Your message is sent to the requester, then the ticket is closed in your ticket system. |
| Leave it unticked | The ticket is closed in your ticket system. Nothing is sent to the requester. |
If the agent has a reply waiting, the box is ticked and the reply is filled in as the closing message. Edit it as you like. If you untick it, the agent's reply isn't sent, and you'll see The agent's draft reply will not be sent. You can't send an empty closing message.
On a platform with no ticket system, there's no one to send a message to, so the checkbox doesn't show. Closing just stops the work here.
When the agent suggests closing#
When the requester says the problem is solved, the agent may propose closing the ticket. Now then shows Close the ticket, with the agent's reason under it. It's decided on its own, like everything the agent proposes. Click Review it to see the closing message the agent wrote, ready to edit, with three buttons:
| Button | What it does |
|---|---|
| Send and close | Sends the message, then closes the ticket in your ticket system too. This is the usual choice. |
| Close without a message | Closes the ticket and sends nothing. |
| Skip | Does nothing: the ticket stays open. |
On a platform with no ticket system, there's no message: only Close without a message and Skip show.
You can also click Close ticket… at the top to close it with a different message, or none. That carries out the agent's proposal too.
What happens when you close#
- Waiting replies and queued work on the ticket are withdrawn.
- The agent stops working on it. You can't send it new messages.
- Your ticket system is told to close the ticket. While that happens, you see Closing the ticket in the ticket system….
- When it's done, the ticket shows Closed by who closed it, and when.
If your ticket system doesn't accept the close, you see The ticket could not be closed in the ticket system. and the reason. The ticket is still closed here, so the agent won't work on it. Fix the problem, then click Try closing again.
The close, and any closing message, stay in the ticket's What happened: who closed it and when, and whether your ticket system closed it too. A ticket closed in your ticket system says so, for example Halo closed the ticket. One closed for going quiet says Closed automatically after Eugene went quiet.
Tickets can also be closed from your ticket system's side, if it's connected to tell us. The work stops here in the same way. See Ticket system.
When a ticket opens again#
| Ticket from | Opens again when |
|---|---|
| Your ticket system | The requester writes again. The agent looks at their new message and drafts a new reply, as it would for a new ticket. |
| The log watcher | The same error appears in your logs again. The agent looks at the new occurrence. |
Tickets that close by themselves#
Answered tickets can close on their own when the requester goes quiet, if the platform is set to. You choose this under Settings › Ticket system, on the Ticket rules tab. See Close quiet tickets. To keep one ticket open whatever the setting, turn on Keep open on the side of its page.
Tickets from the log watcher can close on their own when the error goes quiet. If no new occurrence appears for the number of days you chose, the ticket closes. It opens again if the error comes back. You set this under Settings › Log watcher. See Log watcher.
Skipping isn't closing#
Skip on a reply sends nothing, but the ticket stays open as Needs a person, and your ticket system isn't told. Use Close ticket… when you want the ticket closed in your ticket system as well. See Reviewing a reply.