Introduction
Sometimes, it is necessary to close tickets without notifying the customer. The Close Ticket Silently feature allows support agents to close a ticket discreetly, without sending any notifications.
How to Enable
Admin users can enable the Close Ticket Silently feature by navigating to Support > Settings > Productivity Suite > Close Ticket Silently.
How to Use
Once enabled, the Close Ticket Silently option will be available on the ticket page. Support agents can use this feature to close tickets without sending notifications to anyone. If you close any ticket silently then a Satisfaction survey will not be triggered for that ticket. If you reopen the ticket then it will be considered a normal ticket and you need to close it again using “Close Silently” otherwise it will notify the customer.
By using the Close Ticket Silently feature, support agents can manage and resolve tickets internally without unnecessary notifications, ensuring a smoother and more controlled ticket closure process.