How to Close Help Desk Tickets
ProProfs Help Desk provides a simple method to mark a ticket as 'Closed.' Once the support team has resolved a ticket, they can close it from the portal.
Resolved vs. Closed Ticket Status:
- Resolved: The support team has addressed the issue and provided a solution. The ticket remains open for user confirmation and can be reopened if necessary.
- Closed: The ticket is considered fully completed, and no further action is required. It cannot be reopened; a new ticket must be created if the issue persists.
Example Workflow:
- A user reports an issue.
- Support provides a solution and marks the ticket as Resolved.
- The user tests the solution:
- If the issue remains, they reopen the ticket.
- If the solution works (or they don’t respond within a set time), the ticket is marked Closed.
Benefits of closing help desk tickets:
- The support team can focus on open tickets.
- Your help desk portal will remain uncluttered.
Below is what the agent dashboard will look like with different ticket statuses on the left panel
How to Close Help Desk Tickets
Agents can close tickets in two different ways:
Method 1: When the user query is addressed via chat, you can close tickets directly through your dashboard. Select the concerned ticket, click the Status, and assign the status as 'Close.'
Method 2: You can access a ticket and mark it as closed by changing the status on the right panel to "Closed."
That is all about closing help desk tickets.
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