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Please add some sort of confirmation when user closes a ticket

Related products:Freshdesk
  • August 24, 2012
  • 3 replies
  • 34 views
D
Contributor
This is getting to be a real problem with people entering a ticket then seeing the "close the ticket" option and thinking it just closes the page. Please change this to either say "Cancel this Ticket" or make some sort of confirmation dialog so they understand the effect of the button.

3 replies

J
Apprentice
  • jaymixter
  • Apprentice
  • November 12, 2012
I agree.  This is a real problem since about 1/3 of our users (consumers) have been closing their own tickets when that is not what they intended to do.  Instead of "close this ticket", perhaps it could say "no further response required" or "this ticket does not require a response" or something to that effect. 

There should also be an option such as "Finished, Return to support Home"
D
Community Debut
  • dolander
  • Community Debut
  • April 8, 2013

Agreed.  Just trying the system out and the instinct is to hit Save and Close to mean Save the ticket and close the window (as opposed to closing the ticket).  Drove me nuts for an hour until I figure out what I was doing!

A
Community Debut
  • archana
  • Community Debut
  • April 8, 2013

Hi all,


Thank you for being so super active in our forums. 


I understand this challenge here, and I am really sorry for the inconvenience caused. Our team has already started work on this. The 'Save and close' button will be replaced by the save button, and the ticket status will be available in a dropdown. 


Thank you for the patience. And please keep your feedback coming in.


Regards,


Archana

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