Configure Reasons for Closing


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:

  1. From the top, right corner of the platform, click Settings .
  2. From the left navigation, click Actions.
  3. Click the Others tab.
  4. Click Add Reason.
  5. 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: