Hi,

Much in the same way we would expect all agents to set a resolution note when resolving a ticket, if a requester has their reasons for going into the portal and marking a ticket as closed, can we perhaps enforce them to provide a remark/reason why they are doing this? It may be as simple as the ticket is no longer required (e.g. They’ve worked out the issue themselves), but it would be handy if this was detailed by the requester.

It would make sense also that this action would email the agent who currently holds the ticket to notify them the requester has done this. Currently, we have had to make a make shift workflow that isn’t fully tested to do this particular process - We’ve had agents left a bit puzzled when a ticket they expected to see has disappeared from their assigned tickets view, only to find out when they contacted the requester that they actually went in and marked the ticket as closed themselves.

Perhaps this functionality exists, or someone has a working method for it they would be happy to share. It still feels like a gap in the notifications that are sent out in Freshservice that should exist to make it easier to keep track of tickets.