Close a ticket

Closing a ticket removes it from work queues and your ticket list.

Smile may automatically close a ticket when a workflow is complete. Alternatively, you can close a ticket when you have resolved a customer issue or finished all required work on the ticket.

This task explains how to close a ticket.

  1. View the helpdesk inbox.
    The Help Desk page appears and displays any tickets assigned to you and your assignment group.
  2. Click View next to the ticket that you want to close.
    The Ticket page is displayed.
  3. Click Close.
    The Close Ticket window is displayed.
  4. Select the final ticket status in the Closing status section, and optionally complete the following:
    • Work duration—Specifies the number of minutes to add to the timesheet entry for the ticket.
    • Reason for closing the ticket—Specifies any additional information you want to provide about why you closed the ticket.
  5. Click Close.
    Smile closes the ticket and may also perform other tasks, for example, send a notification email to a customer that the ticket is closed.