Resolving a ticket by the customer

  • 5 October 2018
  • 1 reply
  • 16 views

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?



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1 reply

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,