Provide a root cause for ticket closure.
To configure ticket root cause:
- From the top, right corner of the platform, click Settings .
- From the left navigation, click Actions.
- Click the Others tab.
- Click the Root Cause tab.
- Click Add Root Cause.
- Describe the root cause, and then choose the type of tickets two which this cause applies. Click Save.
Now whenever a user chooses Close & Explain on a ticket, the options are available to select: