How to Prevent Customers from Closing Tickets

BoldDesk allows you to control whether customers can move tickets to a closed state from the Customer Portal. By adjusting the Ticket Closure Settings, you can ensure that only agents manage ticket resolution and closure, maintaining better workflow control and service consistency.

How to Prevent Customers from Closing Tickets

Navigation Path:
Admin → Customer Portal → Tickets

Step‑by‑Step Configuration

1. Navigate to Admin.

2. Select Customer Portal.

3. Open the Tickets tab.

4. Locate Ticket Closure Settings.

5. Disable the option that allows customers to close tickets.

6. Save the changes.

   
   
   

Once disabled, the Close Ticket action is removed from the Customer Portal view.

Customer Portal Behavior After Disabling Ticket Closure

When this setting is turned off:

• Customers can view and reply to tickets.
• Customers cannot move tickets to a Closed status.
• Ticket closure is restricted to agents using the Tickets module.
• Existing closed tickets remain unchanged.

This ensures consistent resolution handling by support teams.

Check out this video tutorial for more details.

FAQs

1. Can customers reopen tickets if ticket closure is disabled?
   Yes. Customers are still able to respond to tickets that are open or pending. Whether closed tickets can be reopened depends on the closed status setting. Learn more on How a closed ticket receives an update

2. Does this setting apply per brand?
   No. Ticket Closure Settings apply globally across all Customer Portal brands in BoldDesk.

3. Can I allow some customers to close tickets and restrict others?
   No. BoldDesk does not support role‑based or user‑specific ticket closure permissions in the Customer Portal.

4. Does this setting affect agent permissions?
   No. Agents can still close tickets based on their Roles & Permissions configuration.

5. Can ticket closure be automated instead?
   Yes. Tickets can be closed automatically using Automation Rules, but customers still cannot close them manually when this setting is disabled.

6. Is there an audit log for customer ticket closure attempts?
   No. BoldDesk does not log customer attempts to close tickets when the option is disabled.