How to Close Tickets in BoldDesk
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:
- Click Update and Close while responding to the ticket.
- Use the Close Ticket option directly from the ticket details page.
- You can restrict customers from closing tickets by adjusting this setting in the admin configuration. For additional details on how to prevent customers from closing tickets, please refer to this article.
- Only requesters who are logged in are able to close tickets from the customer portal.
Closing a Ticket from the Agent Portal
Agents can close tickets in BoldDesk using the following methods:
- From the ticket details page:
- Click Update as Closed while responding to the ticket, or
- Select the Closed status from the status dropdown list.
- From the ticket view page, locate the ticket you want to close and select Closed from the status dropdown list.
- Tickets can be automatically closed through Time Triggers when specific conditions defined in the rule are met. Please refer to this article for more information.
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, please refer to this article.
- Only active agents can use these commands; end-users cannot.
- Commands must be valid and match BoldDesk status names.
- Commands can appear anywhere in the email body.
Closing a Ticket via API
You can close tickets programmatically using BoldDesk REST API by updating the ticket status to Closed.
Steps:
- Authenticate using your API key in the request header.
- Send a POST request to the ticket endpoint.
https://{your-domain}/api/v1.0/tickets/{ticketId}
- Include the status update in the JSON payload:
{
"fields": {
"statusId": 4
}
}
- Ensure your API key has permission to update tickets.
For more information about the API, please refer to this article.
FAQ
Q1. Can we prevent closing if required fields aren’t filled?
A. Yes. Use validation rules or mandatory fields on status change to enforce data like Resolution Category, Root Cause, or Time Spent before closing.
Q2. Can we customize the “ticket closed” email?
A. Yes. Edit your notification templates to include details like resolution summary, next steps, or a survey link.
Q3. Does closing a ticket remove it from search or reports?
A. No. Closed tickets generally remain searchable and reportable, unless your retention policy or filters exclude them.
Q4. Why can’t I see the “Close” option as an agent?
A. You likely lack the permission to change status to Closed for that ticket’s group/brand. Ask an admin to update your role or scope.
