Let customers close ticket via link

This would be a fantastic. Our agents are coached, as a good service practice, to confirm resolution (e.g., “Was I able to resolve your issue?” / “Was I able to answer your question?”) - it would be great to provide a link that is as simple as “If I was able to answer your question, you can close this ticket with one click: [link].” Something like that would be helpful.

​@alyssia.correa Why is voting on this Idea not possible anymore?

​@Kamakshi V Can you answer ​@julia.a  ? 

My guess it’s changed to Open status. 

Now I see the “Upvote” button for this Idea again, but yesterday it just wasn’t there.

Ahh, didn’t even think if checking for the button :D 

Heyy ​@julia.a   ​@Daniel Söderlund 

This looks like a glitch in the platform. I’ll check with the provider to confirm. Thanks for flagging it. From my side, I was able to upvote without issues.

This is a great suggestion! 
Allowing customers to close their own tickets through a direct link would definitely reduce workload for agents and improve the overall experience. A simple success page plus a confirmation message would make the process smooth and professional. Hopefully, the team considers adding this soon.

I really like this idea. 
Sometimes customers already find the solution before support replies, so giving them a quick way to close the ticket themselves makes perfect sense. It would keep the queue clean and save time for everyone.

Aha. I also like this idea.

Hello folks,

For anyone still following this one — we built an app that solves it: Self Close Tickets for Freshdesk.

Each ticket gets a single-use link you can drop into a reply or an email template. The customer clicks it, confirms on a short page, and the ticket closes — no portal login. They can add a reason, which lands on the ticket as a private note. The link only works while the ticket is open, and confirming is a separate step so email security scanners can't close tickets by pre-fetching the link.

Free trial: https://www.freshworks.com/apps/self_close_tickets/

Happy to answer questions here if anyone tries it.

Hey ​@vilvaathibanpb 

great idea, like it! I am currently breeding out a similar thing with our webshop as the middleware, doing the closure via API.
What we’d need to make it fully effective would be to have the link already available at the moment, when the “New ticket created” requester notification is sent to the requester.
But neither haven’t we found a method to put the unique link on the ticket BEFORE the requester notification is sent, nor is there an option to postpone the requester notification for a few seconds (so that an app could do the update).

Did you think on such a feature (include link already in ticket creation notification) and could you think of any solution for a decent implementation of it?

Best,
Tom

Hi Tom,

Good catch — you've hit the exact limitation, and your read is right: onTicketCreate is an async post-facto callback, and there's no pre-create hook or notification delay in Freshdesk. You can't win that race directly.

Two ways around it.

1. Swap the acknowledgement for an automation-driven one. In Admin → Workflows → Automations, add a Ticket Creation rule with the action "Skip new ticket email notification" to suppress the default, then a Ticket Updates rule triggered on the Close link field changing, with "Send email to Requester" and {{ticket.cf_close_link}} in the body. One acknowledgement, a second or two later, link included. Works for portal and email tickets too. Worth adding a time-trigger fallback so a service outage doesn't mean no acknowledgement at all.

2. Since your webshop creates the tickets — reserve the link first. We can create a customized connection from your webshop to our service for a small one time fee. We could give you a month of trail there as well.


Let me know if you have any questions