Working Tickets
Closing a ticket
Finishing a ticket properly, what the customer is sent, and closing a stale queue in bulk.
Last updated October 14, 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.
When the customer wrote last
If the most recent message on the ticket came from the customer, Gorilla Dash will not let you move it to Closed or Resolved in silence. The close dialog asks you for one of two things: a Closing message to the customer, which is sent to them as an ordinary reply, or a Reason for closing without a reply. The reason is not sent to anyone. It is written into the ticket timeline so the next person to open the ticket can see why nobody answered. Choosing a reason does not stop the closed-ticket email described below, which is sent or not as usual.
- Duplicate ticket — the same request is being handled in another ticket.
- Spam — the message is not a genuine request.
- No response from the customer — you asked the customer for something and they never came back.
- Feature Request — the ticket asks for something the product does not do yet.
- No reply needed — the customer's last message does not need an answer, such as "Thanks, that's sorted".
- Resolved another way — the issue was dealt with outside the ticket, for example over the phone, in person or in another ticket.
If the team already had the last word, both fields are optional. Leave them empty and the ticket closes as normal.
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
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.