Ticket action - "Close CSR"

  1. Click Add.
    The Ticket Actions screen and Action Details tab is displayed.
  2. Type Close CSR in the Action label field.
  3. Select Issue Resolved from the Show this action for status drop-down.
  4. Click Save.
    The Actions tab is displayed.
  5. Click View next to the Close CSR entry in the actions list.
  6. Click the Ticket Actions tab.
  7. Select the Close the ticket checkbox.
  8. Select Ticket Closed from the Change ticket status to drop-down.
  9. Type 0 in the Put ticket on hold for field.
  10. Click the Email tab.
  11. Select Ticket Closed from the Send email using template drop-down.
  12. Select Custom field from the Get email address from drop-down.
  13. Select Ticket Reply to address from the Field name of email address drop-down.
  14. Click Save.
    The Actions tab is displayed.