Closing Tickets in Freshdesk

Ticket originating from automatically generated email, such as confirmation of time reports, etc. are to be closed without any assignee.

Any other type of Ticket needs to have an assigned agent before closing

Step 1: Open Freshdesk Dashboard

    •    From the main dashboard, click on the “Tickets” tab in the top navigation bar

Step 2: Select the Ticket to Close

    •    In the ticket list, locate the ticket you want to close.

Step 3: Review the Ticket Details

    •    Review the ticket details and ensure all queries are resolved, and that the ticket data is correct (Group, Category, etc.)

    •    Scroll through the conversation thread if needed, to check any notes or replies from the customer.

Step 4: Set the Status to Closed

    •    Click on the “Status” dropdown menu.

    •    Select “Closed” from the list of statuses. This will mark the ticket as resolved and no longer open.

Step 5: Add Any Final Notes (Optional)

    •    If you need to add a final message or internal note, use the “Reply” or “Add Note” field.

    •    Type your message, then click “Send” or “Add Note” to save it.

Step 6: Confirm Closure

    •    Once the status is set to “Closed,” the ticket will be marked as resolved and moved out of the open ticket list.

    •    You can return to the main ticket list to confirm the ticket is now closed.