How to Restrict Agents from Setting a Ticket to 'Closed' Status in BoldDesk
If you’d like agents to handle tickets only up to the “Solved” status and prevent them from setting tickets to “Closed”, BoldDesk allows you to configure this through role-based permissions in the admin settings.
Steps to Restrict Access to the “Closed” Status
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Go to the Admin portal in BoldDesk.
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Navigate to Users & Permissions > Roles & Permissions.
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Choose the role you want to modify (e.g., Support Agent).
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Click Edit next to the selected role.
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Choose the Tickets module under permissions.
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On the right-hand side, locate the toggle labeled “Allow agent to change tickets to closed status.”
- Uncheck this toggle to disable the option for agents under that role.
- Click Update to save your changes.
Once this is done, agents assigned to that role will no longer have the ability to move a ticket to the “Closed” status. They can still progress tickets up to “Solved”, ensuring better control over final ticket closures.
