+5Its not currently possible to have different closure states in FreshService other than Closed. This means that dashboard reports are skewed. We have a status of Cancelled where a user closes the issue rather than an agent.
It would be useful in the Ticket Fields view to be able to set different ticket status purposes e.g.
Active
Pending
Closed
and then group other statuses within these parent statuses
+11Hi Paul,
We came across a similar issue but actually made sense to do the following.
we created a custom drop down box for tickets titled Closure reason. then made than field mandatory when we “resolved”(could be closed if you wish). then we were able to report separately Independent from the status on the closure reason and was really helpful.
Hope that helps.
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