You might ask, what will happen to the “closed” option?I want to test something on Freshdesk.
1. If you answered the customer's concern/issue. Instead of “closing” the ticket,
please use “resolved”
Because when you select “resolved” an automatic reply will be sent to the customer below.
You might ask, what will happen to the “closed” option?
2. We will use the “closed” option when we set the ticket's status to “waiting for the
customer.” If the customer doesn’t reply in 4-5 days, we will “close” the ticket.
3. After we click “closed” ticket. An automatic reply will be sent to the email of the
customer below.
Dear Customer,
This is a notification to let you know that we are changing the status of your ticket
#1234567 to Closed, as we have not received a response from you in over 120 hours.
{{ticket.subject}}
{{ticket.status}}
{{ticket.priority}}
If you have any further questions, please reply to re-open the ticket.
Regards,
Customer Support Team
To summarize:
Use the “resolved” option when you’re done answering the ticket.
Use the “closed” option if you set the ticket to “waiting for customer” and the customer
hasn’t replied in 4-5 days.