Pretty straight forward, but there needs to be some option to silently resolve a ticket that the customer isn’t notified. Sometimes there are ones that are completed internally that you want to keep, but there’s no response needed to the customer, and they don’t need to know that info.
Every support portal we’ve used over the years has this option. I’d highly recommend it.
Hi,
Thank you for reaching out to us.
Have you tried changing the ticket status from “Open” or “Pending” to “Closed”? This allows you to close tickets on your end without notifying the customer.
For more details, you can refer to this article:
The difference between Open, Pending, or Closed tickets
Please let us know if you need further assistance!
I thought closed sent a message to the customer that the ticket was closed. Is this not correct?
If not, there’s no message when a ticket is finished to customers?
No, changing the status of a ticket does not notify or inform the customer that the status has been updated.
Ok… ty. That was not clear.
So when does, or how do customers get email notifications that their ticket was closed?
Unfortunately, customers are not currently notified when their tickets are closed, and there is no option available at this time to enable such notifications.