Require your staff to provide an explanation when closing a ticket.
To access the Require a Close Explanation permission:
- From the top, right corner of the platform, click Settings .
- From the left navigation, click Roles.
- Click the Edit icon next to the role you want to modify.
- Select the Close Explanation Required permission under Tickets > Tickets.
- Click Save.
The next time the user closes a ticket, an explanation is required: