This article explains how agents can decide when a ticket should be marked as resolved and when it should be closed in BoldDesk. Use this article when the customer issue appears to be completed, but you need to decide whether the ticket should remain active, be marked as solved, or be moved to its final closed state.

A ticket is considered resolved when the customer’s issue has been addressed and no further agent action is required. A ticket is considered closed when the support process for that ticket is complete and the ticket no longer requires customer or agent follow-up.

Criteria for Marking Tickets as Resolved

Mark a ticket as resolved when:

• The customer’s issue has been answered or fixed.
• The requested information has been provided.
• The required action has been completed.
• The customer has confirmed that the issue is resolved.
• No further action is required from the agent or another internal team.
• A workaround has been accepted as the final solution.
• The ticket has been handled according to the team’s resolution process.

Do not mark a ticket as resolved when:

• The customer is still waiting for a response.
• The issue has only been partially addressed.
• Another team still needs to take action.
• The agent is waiting for customer information.
• The customer has asked a follow-up question related to the same issue.
• The ticket contains multiple issues and one or more are still unresolved.
• The provided workaround is temporary and the customer still expects a permanent fix.
• The ticket is waiting for approval, billing action, product fix, or account verification.

When to Close a Ticket

Close a ticket when:

• The ticket has already been resolved.
• The customer has confirmed the issue is resolved, if confirmation is required.
• The waiting period after resolution has passed.
• No further customer or agent action is expected.
• The ticket meets your organization’s closure policy.
• Any required internal notes, fields, tags, or categories have been updated.

When a Ticket Should Remain Solved but Not Closed

A ticket may remain in a solved state before closure when:

• Your workflow allows customers time to respond after resolution.
• Auto-close rules are configured to close solved tickets after a defined period.
• The team wants to review resolved tickets before final closure.
• The customer has not confirmed the resolution, but no agent action is currently required.

Common Scenarios

The issue is fixed, but the customer has not replied

If the issue has been addressed and no further agent action is required, mark the ticket as resolved based on your team’s process. If your organization requires customer confirmation, keep the ticket in the appropriate waiting status until confirmation is received or the follow-up period ends.

The customer confirms that the issue is resolved

Mark the ticket as resolved or closed based on your workflow. If solved tickets are closed automatically, no manual closure may be required.

The customer replies after the ticket is resolved

Review the customer’s reply before taking action. If the reply is related to the same issue, continue working on the same ticket. If the customer reports a different issue, create or move the request according to your organization’s process.

The ticket has multiple issues

Do not resolve the ticket until all issues being handled in that ticket are completed. If some issues require separate handling, create separate tickets or follow your team’s process for splitting or tracking each issue.

A workaround was provided

Mark the ticket as resolved only if the workaround fully addresses the customer’s need or the customer accepts the workaround as the final solution. If the workaround is temporary and further action is expected, keep the ticket active or use the appropriate waiting status.

Best Practices

• Review the latest customer message before resolving or closing a ticket.
• Check internal notes to confirm that no internal action is still pending.
• Make sure all required fields are updated before marking the ticket as resolved.
• Do not close a ticket only because there has been no recent activity unless your team’s closure policy allows it.
• Avoid resolving tickets that still require action from another agent, group, or internal team.
• Use internal notes to document why the ticket was resolved or closed when the context is not obvious.
• Follow your organization’s SLA, follow-up, and auto-close policies.

Troubleshooting

A resolved ticket still appears in active ticket views

Check the view filters. The view may include solved tickets or statuses that are not fully closed.

A closed ticket received a customer reply

Review whether your workflow reopens closed tickets or creates a new ticket from the reply. If the reply is related to the original issue, continue according to your reopen process. If it is unrelated, handle it as a new request.

Agents are closing tickets too early

Review the closure criteria with the team. Make sure agents understand when a ticket should remain open, pending, or solved before final closure.

Reports show a difference between resolved and closed tickets

Resolved and closed tickets may represent different stages of the support process. A ticket can be resolved before it is finally closed, depending on your workflow and automation settings.

Frequently Asked Questions

1. Is resolving a ticket the same as closing it?
   No. Resolving a ticket usually means the customer’s issue has been addressed. Closing a ticket means the support process for that ticket is complete.

2. Can a ticket remain solved before it is closed?
   Yes. Some workflows keep tickets in a solved state before they are closed manually or automatically.

3. Should agents close tickets immediately after replying to customers?
   Only if the issue is fully addressed and your team’s process allows immediate closure.

4. What should agents do if a customer replies after a ticket is resolved?
   Review the reply. If it relates to the same issue, continue working on the same ticket. If it is a new issue, follow your process for creating or separating tickets.

5. Can closure be automated?
   Yes, depending on your organization’s configuration. Admins may configure automation to close tickets after they remain solved for a defined period.