Working Tickets
Closing a ticket
Finishing a ticket properly, what the customer is sent, and closing a stale queue in bulk.
Last updated September 2, 2026
Closing a ticket says the work is done. Done well it also leaves something behind: a customer who knows what happened, and a record the next person can learn from.
Before you close
- Reply with what was actually done — not just "fixed".
- Check the category and tags are right. This is your last chance and the reporting depends on it.
- Where the answer would help others, note that it belongs in the Help Centre.
The closed-ticket email
Closing normally emails the submitter to say so, and may ask for feedback. Knowledge articles can be sent along with it, which turns "here is your answer" into "and here is how to do it yourself next time".
Closing in bulk
BULK CLOSE SENDS NO EMAIL
Selecting a set of tickets and closing them together does not notify the submitters. That is right for clearing out a stale queue nobody is waiting on, and wrong for tickets with real people behind them — those deserve a reply first.
When it comes back
A customer replying to a closed ticket reopens the conversation with all its history. That is better than a new ticket, so encourage it — and if a ticket keeps coming back, the underlying problem was never actually fixed.