Standardize explanations for ticket closures.
Choose which reasons a user can choose when closing a ticket, and segment the options by role.
To configure ticket closure reasons:
- From the top, right corner of the platform, click Settings .
- From the left navigation, click Actions.
- Click the Others tab.
- Click Add Reason.
- Add a reason, and click Save. The list of reasons is editable. An option of “Other” will be added by default (not shown).
Now whenever a user chooses Close & Explain on a ticket, the options are available to select: