Reasons to Manually Close a Ticket in Zendesk
Why would I want to manually close a ticket in Zendesk?
Manually closing a ticket in Zendesk is useful because closed tickets cannot be modified, ensuring that no further changes are made. This is particularly important when business rules or the Zendesk API might make changes upon or after a ticket is solved. By manually closing a ticket, you can ensure that the ticket remains in its final state.
This process involves setting up triggers and macros to automate the closing based on specific conditions, such as the presence of a custom field value or a specific tag.
More related questions
How can I manually close a ticket in Zendesk?
To manually close a ticket in Zendesk, you need to set up a trigger and a macro. First, create a trigger with conditions that check if the ticket status is less than closed and if it contains the 'closenow' tag. Then, set actions to remove the…
What steps are involved in creating a trigger to close a ticket?
Creating a trigger to close a ticket involves setting specific conditions and actions. First, create a new trigger and set conditions to check if the ticket status is less than closed and if it contains the 'closenow' tag. Then, set actions to…
How do I create a macro for agents to close tickets?
To create a macro for agents to close tickets, you need to set up an action that adds the 'closenow' tag to a ticket. This macro ensures that agents don't forget to add the necessary tag, which triggers the closing process. When the macro is…
Can I create a view for solved call tickets in Zendesk?
Yes, you can create a view for solved call tickets in Zendesk. To do this, set the conditions for the view to include tickets with a status of 'Solved' and a channel of 'Phone call (incoming)'. If you want to include outgoing calls as well, adjust…
Will the sender receive a notification when a ticket is manually closed?
When a ticket is manually closed by placing it directly into a closed status, the sender will not receive a notification email. However, if you need to notify the sender, you can create a macro that notifies the user of the ticket closing and…
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