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Closed Reason

Related products:Freshdesk
  • April 29, 2011
  • 10 replies
  • 14 views
C
Contributor

I think it would be a nice to enter a reason a ticket is being closed. Could be a simple text box or dropdown of options.

10 replies

C
Contributor
  • chris
  • Author
  • Contributor
  • May 3, 2011

anyone?

V
Contributor

Hi Chris,

Yes, this is already in plans and we will implement this feature soon. We will surely keep you posted on the timeframe.

thanks and regards
Vijay

G
Contributor
  • garethe
  • Contributor
  • July 6, 2012
I would actually want the reason to be mandatory (or at least the option to force it to be mandatory).

In the real (my) world you shouldn't be able to close a ticket without giving a closure reason...........
T
Contributor
  • thomas
  • Contributor
  • March 20, 2013

Implemented?

annapoorna.venketaraman
Skilled Expert
Forum|alt.badge.img+8

Hello everyone,


Sorry for leaving this thread hanging for such a long while.


If you would like to make the reason for ticket closure mandatory, you can use the custom fields feature to accomplish this. 


You can create a drop down field and populate it with values. Now, your agents can specify the reason for closing the tickets by choosing one of the values from the drop down and you can even generate reports based on those. 


Hope this serves the purpose. Please keep sharing all your wonderful thoughts over here!! 


Thanks,

Annapoorna 

Head of Community
V
Contributor

Hi Guys


A very quick and easy workaround for this.


  • Create a Paragraph Text field - Custom Field from Admin -> Ticket Fields
  • Set this field as Mandatory for CLOSURE for Agents.
  • Now, Go to Admin -> Email Notifications and user this placeholder in Ticket is CLOSED or RESOLVED Email notification
  • Whenever an Agent is about to CLOSE/RESOLVE this Ticket, he will be prompted to fill this field
  • Once done, when the USER gets the CLOSED/RESOLVED notification, he will get the value, as in this Ticket Field

regards
Vijay

J
Community Debut
  • jvaccarello
  • Community Debut
  • July 9, 2013

I just tried this, when I hit the close button, it does not prompt me. Could I be missing a step?

 

Thanks-

 

Joe

V
Contributor

Hi Guys


At present the MANDATORY FIELD is not PROMPTING when we use the CLOSE or SEND & CLOSE option, but the fix is coming for that as well in 1-2 weeks time (This works well now, when the Agent uses the UPDATE option by filling the fields.)


We will prompt when the Agent directly used the CLOSE or SEND & CLOSE or SEND & RESOLVED


regards
Vijay

bharath.chakravarthy
Skilled Expert
Forum|alt.badge.img+3

Hello all,


Apart from the suggestions provided above, we now have this as an official app on our marketplace. 


If you proceed to Admin -> Apps and install the app called "Add Summary Note", on all tickets, you will find the option to add a summary when it is closed. 


Cheers. 

L
Contributor
  • len.smith
  • Contributor
  • December 16, 2018

I agree that the ability to add a "Closed Reason" would be helpful.  I would suggest that you allow the creation of a dynamic field under Status.

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