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The customer can set a ticket to "Close".

The agent can set a ticket to either "Resolve" or "Close".

Why can a customer NOT set a ticket to "Resolve"?

In my opinion, that would make more sense because "Close" is considered a a final step.

I think in most cases a ticket could be closed automatically a while after it was set as "Resolved" either by the customer or the agent. Isn't it strange that the customer cannot decide when his issue is solved?



Hello Sarah!

Hope you are doing well! 


Same issue for our FreshDesk, it's designed like this.

I suggest you to check for existing feature ideas or report a new one! https://support.freshdesk.com/support/discussions/forums/6

I might do this when I will have some time :)


Have a great day!


Regards,




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