BoldDesk allows users to close tickets from both the Agent Portal and the Customer Portal, ensuring smooth resolution workflows.

Closing a Ticket from the Customer Portal

Customers can close tickets in BoldDesk using the following methods:

1. Click Update and Close while responding to the ticket.

2. Use the Close Ticket option directly from the ticket details page.
   

   
   
   

Closing a Ticket from the Agent Portal

Agents can close tickets in BoldDesk using the following methods:

1. From the ticket details page:

• Click Update as Closed while responding to the ticket, or

• Select the Closed status from the status dropdown list.
  

  
  
  

2. From the ticket view page, locate the ticket you want to close and select Closed from the status dropdown list.
   

   
   
   

3. Tickets can be automatically closed through Time Triggers when specific conditions defined in the rule are met. Learn How to Use a Time Trigger to Automatically Close a Ticket.

To close a ticket in the agent portal, agents must have permission that allows them to change the ticket status to closed.

Closing a Ticket from Within the Email

BoldDesk supports Email Actions, which allow agents to update ticket properties (including status) by sending specific commands in the email body.

To close a ticket via email:

• Include the command ‘#status Closed’ in the email body when replying to the ticket.

For additional information on email actions, explore Email Commands to Update Tickets Via Email in BoldDesk.

Closing a Ticket via API

You can close tickets programmatically using BoldDesk REST API by updating the ticket status to Closed.
Steps:

1. Authenticate using your API key in the request header.
2. Send a POST request to the ticket endpoint.

https://{your-domain}/api/v1/tickets/{ticketId} 

3. Include the status update in the JSON payload:

{
 "fields": {
   "statusId": 4
 }
}

4. Ensure your API key has permission to update tickets.

For more information about the API, please refer to this BoldDesk REST API Overview for Developers.

Closing a Single Ticket Without Sending an Email Notification

If a customer does not wish to receive an email notification when a ticket is marked as Closed, you can use the following methods:

Changing the Ticket Visibility

1. Change the ticket visibility to Private before updating its status.
2. Change the ticket status to Closed while it is set to Private.
   • Closing the ticket in Private mode does not trigger an email notification.
3. After the ticket is closed, change the visibility back to Public if required for record-keeping or transparency.

This process allows the ticket to be closed without sending a closure notification to the customer.

Checking “Don’t Send Notifications”

1. Open the ticket you want to update and add an update in the RTE.

2. Check the box “Don’t send notifications”

3. Click on update as closed.
   

   
   
   
   This option applies exclusively to individual tickets and permits closing tickets only when an update is made and the ticket status is modified.

Bulk Close Tickets Without Sending Email Notification to Users

You can disable the “Ticket Closed” email notification event for contacts to prevent notifications from being sent when tickets are closed. This will allow you to proceed with bulk closing tickets without triggering emails to end users. To disable the Ticket Closed email notification, follow the steps below;

1. Navigate Admin > Manage > Email Notifications

2. Under the contact tab, toggle off Ticket Closed Email Notification
   

   
   
   

3. Proceed to bulk close tickets. Explore How to Bulk Update Multiple Tickets in BoldDesk. Once the bulk update is complete, you may enable the notification again by toggling on the notification.

Troubleshooting

Customer cannot close a ticket in the Customer Portal

• Verify the requester is logged in.
• Verify the admin setting does not restrict customers from closing tickets. Explore How to Prevent Customers from Closing Tickets.

Agent cannot close a ticket in the Agent Portal

The agent role likely lacks permission to change ticket status to Closed.

#status Closed does not work in an email reply

• Confirm the sender is an active agent.
• Confirm the command uses a valid BoldDesk status name exactly: #status Closed.

API call does not close the ticket

Confirm the request includes a valid API key.
Confirm the API key has permission to update tickets.
Confirm the request updates the correct field (fields.statusId) and ticket ID.

Frequently Asked Questions

1. Who can close tickets from the Customer Portal?
Only the logged-in requester of the ticket can close it from the Customer Portal.

2. Can admins stop customers from closing tickets?
Yes. Admins can restrict customer ticket closure using an admin setting. See How to Prevent Customers from Closing Tickets.

3. What are the supported ways for agents to close tickets?
Agents can close tickets from the ticket details page, the ticket list view, by Email Actions, by REST API, or via Time Triggers (automatic closure).

4. Why can’t an agent see or use the Closed status?
The agent likely lacks permission to change the ticket status to Closed.

5. What is the exact Email Actions command to close a ticket?
Use #status Closed in the email body when replying to the ticket.

6. Can tickets be closed automatically?
Yes. Time Triggers can automatically close tickets when rule conditions are met. See How to Use a Time Trigger to Automatically Close a Ticket.

7. How can an agent close a ticket without notifying the customer by email?
Set the ticket visibility to Private, close the ticket, then optionally revert visibility to Public.

8. Can a ticket be closed via API?
Yes. Use the REST API ticket update endpoint and update the ticket status to Closed (example uses fields.statusId: 4).

Related Articles

1. How to Prevent Customers from Closing Tickets
2. Creating Tickets Without Logging into Portal