{"id":22052,"date":"2023-08-31T05:59:47","date_gmt":"2023-08-31T05:59:47","guid":{"rendered":"https:\/\/help.kanidesk.com\/en\/docs\/admin-guide\/configuring-closure-rules\/setting-up-closure-rules-in-desk365\/"},"modified":"2026-03-17T17:47:56","modified_gmt":"2026-03-17T17:47:56","slug":"setting-up-closure-rules-in-desk365","status":"publish","type":"docs","link":"https:\/\/help.desk365.io\/en\/articles\/setting-up-closure-rules-in-desk365\/","title":{"rendered":"Configuring closure rules in Desk365"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"22052\" class=\"elementor elementor-22052\" data-elementor-post-type=\"docs\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-5afc7fb8 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"5afc7fb8\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-7b4bf49a\" data-id=\"7b4bf49a\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2af883b elementor-widget elementor-widget-template\" data-id=\"2af883b\" data-element_type=\"widget\" data-widget_type=\"template.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-template\">\n\t\t\t\t\t<div data-elementor-type=\"container\" data-elementor-id=\"35523\" class=\"elementor elementor-35523\" data-elementor-post-type=\"elementor_library\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9dbc061 e-flex e-con-boxed e-con e-parent\" data-id=\"9dbc061\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4e5d324 elementor-widget elementor-widget-html\" data-id=\"4e5d324\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<div style=\"display:inline-flex; align-items:center; gap:12px; padding:10px 16px; border:1px solid #D3D5E2; border-radius:10px; font-family:Roboto, sans-serif; font-size:18px; color:#444963; background:#ffffff;\">\n<span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Available with:<\/span>\n<span style=\"display:inline-flex; align-items:center; gap:8px;\">\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n<circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n<path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n<\/svg>\n<span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Plus<\/span>\n<\/span>\n<span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">|<\/span>\n<span style=\"display:inline-flex; align-items:center; gap:8px;\">\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"display:block;\">\n<circle cx=\"12\" cy=\"12\" r=\"9\" stroke=\"#3F51BF\" stroke-width=\"2\"><\/circle>\n<path d=\"M8.5 12.3L10.8 14.6L15.8 9.6\" stroke=\"#3F51BF\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><\/path>\n<\/svg>\n<span style=\"font-family:Roboto, sans-serif; font-size:18px; color:#444963; line-height:1;\">Premium<\/span>\n<\/span>\n<\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5ffd16c4 elementor-widget elementor-widget-text-editor\" data-id=\"5ffd16c4\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>When it comes to managing customer enquiries and issues, a well-organized helpdesk system is crucial. One important aspect of managing a helpdesk is closure rules.<\/p><p>Closure rules are a set of guidelines that helpdesk agents follow when closing a ticket. These rules ensure that tickets are resolved in a timely and efficient manner, and that customers receive the support they need.<\/p><p>In this help center article, we&#8217;ll delve into the concept of closure rules, how to set them up within<span style=\"color: #3f51b5;\"> <a style=\"color: #3f51b5;\" href=\"https:\/\/www.desk365.io\/\">Desk365<\/a><\/span>, and the advantages they can bring to your business.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1f6f8c9 elementor-widget elementor-widget-heading\" data-id=\"1f6f8c9\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">What are closure rules?<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3df49c74 elementor-widget elementor-widget-text-editor\" data-id=\"3df49c74\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>The closure rules play a crucial role in guiding the agents by imposing specific conditions that must be met before a ticket is marked as resolved or closed. These rules help you to maintain the quality of customer support by ensuring that all necessary tasks have been completed prior to closing or resolving a ticket.<\/p><p>By adding closure rules, you have the ability to set up conditions that allow for the closure or resolution of a ticket solely when specific criteria are fulfilled. These criteria include:<\/p><ul><li><span data-contrast=\"none\">The addition of a Time Entry<\/span><\/li><li>Completion of all Tasks-To-Do<\/li><li>At least one reply is added<\/li><li>At least one note is added<\/li><li>At least one reply or note is added<\/li><li>At least one reply and note is added<\/li><li>No approval is pending<\/li><li>Filling specific ticket fields<\/li><li>Filling specific custom ticket fields<span data-ccp-props=\"{}\">\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-37cfc8a8 elementor-widget elementor-widget-heading\" data-id=\"37cfc8a8\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">How to activate the default closure rule in the agent portal? <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7d713030 elementor-widget elementor-widget-text-editor\" data-id=\"7d713030\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">To activate the default closure rule, follow the steps below:<br \/><\/span><span data-ccp-props=\"{}\"><br \/>1. <\/span>Navigate to Settings &gt; Productivity &gt; Closure Rules tab.<br \/>2. Initially, there will be a default closure rule. This rule applies to tickets in groups that do not have a specific closure rule or tickets that are not assigned to any group.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-63f5886b elementor-widget elementor-widget-image\" data-id=\"63f5886b\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1918\" height=\"903\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/desk365-closure-rule.webp\" class=\"attachment-full size-full wp-image-33692\" alt=\"desk365-closure-rule\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/desk365-closure-rule.webp 1918w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/desk365-closure-rule-300x141.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/desk365-closure-rule-1024x482.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/desk365-closure-rule-768x362.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/desk365-closure-rule-1536x723.webp 1536w\" sizes=\"(max-width: 1918px) 100vw, 1918px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-721271b7 elementor-widget elementor-widget-text-editor\" data-id=\"721271b7\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW156217947 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW156217947 BCX0\">3. Choose the conditions <\/span><span class=\"NormalTextRun SCXW156217947 BCX0\">required<\/span><span class=\"NormalTextRun SCXW156217947 BCX0\"> to close or resolve tickets. You can enable the checkboxes for the conditions that are <\/span><span class=\"NormalTextRun SCXW156217947 BCX0\">required<\/span><\/span><span class=\"EOP SCXW156217947 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-607cc3bf elementor-widget elementor-widget-image\" data-id=\"607cc3bf\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"897\" height=\"842\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/desk365-default-closure-rule.webp\" class=\"attachment-large size-large wp-image-33693\" alt=\"desk365-default-closure-rule\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/desk365-default-closure-rule.webp 897w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/desk365-default-closure-rule-300x282.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/desk365-default-closure-rule-768x721.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/desk365-default-closure-rule-16x16.webp 16w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/desk365-default-closure-rule-18x18.webp 18w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/desk365-default-closure-rule-20x20.webp 20w\" sizes=\"(max-width: 897px) 100vw, 897px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6048427f elementor-widget elementor-widget-text-editor\" data-id=\"6048427f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">4. You can also add additional conditions. Click on \u2018Add another Condition\u2019 and choose the condition you want to add.<\/span><\/p><p><span data-contrast=\"auto\">For example, adding \u2018Resolving Reason\u2019 as a condition to be completed before closing a ticket.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d15c3a3 elementor-widget elementor-widget-image\" data-id=\"d15c3a3\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"797\" height=\"856\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/adding-resolving-reason-as-a-condition-to-close-ticket-desk365-helpdesk.webp\" class=\"attachment-large size-large wp-image-33694\" alt=\"adding-resolving-reason-as-a-condition-to-close-ticket-desk365-helpdesk\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/adding-resolving-reason-as-a-condition-to-close-ticket-desk365-helpdesk.webp 797w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/adding-resolving-reason-as-a-condition-to-close-ticket-desk365-helpdesk-279x300.webp 279w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/adding-resolving-reason-as-a-condition-to-close-ticket-desk365-helpdesk-768x825.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/adding-resolving-reason-as-a-condition-to-close-ticket-desk365-helpdesk-16x16.webp 16w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/adding-resolving-reason-as-a-condition-to-close-ticket-desk365-helpdesk-18x18.webp 18w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/adding-resolving-reason-as-a-condition-to-close-ticket-desk365-helpdesk-20x20.webp 20w\" sizes=\"(max-width: 797px) 100vw, 797px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c7fcf7f elementor-widget elementor-widget-text-editor\" data-id=\"c7fcf7f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW154031947 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW154031947 BCX0\">5. Click on \u2018Save\u2019 to see the working of Closure Rules.<\/span><\/span><span class=\"EOP SCXW154031947 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-be5736a elementor-widget elementor-widget-heading\" data-id=\"be5736a\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Closure rule for groups <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5a801d7 elementor-widget elementor-widget-text-editor\" data-id=\"5a801d7\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW45706108 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW45706108 BCX0\">You can also create <\/span><span class=\"NormalTextRun SCXW45706108 BCX0\">additional<\/span><span class=\"NormalTextRun SCXW45706108 BCX0\"> closure rules in addition to the default one by clicking on the add new closure rule button.<\/span><\/span><span class=\"EOP SCXW45706108 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-318158b elementor-widget elementor-widget-image\" data-id=\"318158b\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"314\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/new-closure-rules-desk365-1024x314.webp\" class=\"attachment-large size-large wp-image-33695\" alt=\"new-closure-rules-desk365\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/new-closure-rules-desk365-1024x314.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/new-closure-rules-desk365-300x92.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/new-closure-rules-desk365-768x236.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/new-closure-rules-desk365.webp 1147w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-12862ba elementor-widget elementor-widget-text-editor\" data-id=\"12862ba\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW182792872 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW182792872 BCX0\">Give the rule a name and description, select the associated group, and then choose the conditions <\/span><span class=\"NormalTextRun SCXW182792872 BCX0\">required<\/span><span class=\"NormalTextRun SCXW182792872 BCX0\"> to close or resolve the ticket<\/span><span class=\"NormalTextRun SCXW182792872 BCX0\"> and click save.<\/span><\/span><span class=\"EOP SCXW182792872 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6a3abab elementor-widget elementor-widget-image\" data-id=\"6a3abab\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"878\" height=\"852\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/closure-rules-for-sales-team-desk365-helpdesk.webp\" class=\"attachment-large size-large wp-image-33696\" alt=\"closure-rules-for-sales-team-desk365-helpdesk\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/closure-rules-for-sales-team-desk365-helpdesk.webp 878w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/closure-rules-for-sales-team-desk365-helpdesk-300x291.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/closure-rules-for-sales-team-desk365-helpdesk-768x745.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/closure-rules-for-sales-team-desk365-helpdesk-16x16.webp 16w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/closure-rules-for-sales-team-desk365-helpdesk-370x360.webp 370w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/closure-rules-for-sales-team-desk365-helpdesk-18x18.webp 18w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/closure-rules-for-sales-team-desk365-helpdesk-20x20.webp 20w\" sizes=\"(max-width: 878px) 100vw, 878px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f8168ba elementor-widget elementor-widget-text-editor\" data-id=\"f8168ba\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Let\u2019s look at how this rule functions in a real scenario.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">A prospect submits a helpdesk ticket asking about product pricing. The ticket is automatically assigned to the <\/span><span data-contrast=\"auto\">Sales <\/span><span data-contrast=\"auto\">group based on the configured routing rules.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">A sales representative opens the ticket and replies to the customer with detailed pricing information. This public reply ensures that the customer receives the necessary details.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:240,&quot;335559739&quot;:240}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0197547 elementor-widget elementor-widget-image\" data-id=\"0197547\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"484\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/replying-to-the-helpdesk-ticket-desk365-1024x484.webp\" class=\"attachment-large size-large wp-image-33697\" alt=\"replying-to-the-helpdesk-ticket-desk365\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/replying-to-the-helpdesk-ticket-desk365-1024x484.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/replying-to-the-helpdesk-ticket-desk365-300x142.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/replying-to-the-helpdesk-ticket-desk365-768x363.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/replying-to-the-helpdesk-ticket-desk365.webp 1299w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b5bca9f elementor-widget elementor-widget-text-editor\" data-id=\"b5bca9f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW221698366 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW221698366 BCX0\">Before adding an internal note, the agent tries to close the ticket manually. However, because the closure rule requires both a public reply and an internal note, the system prevents the ticket from being closed. A message or warning appears <\/span><span class=\"NormalTextRun SCXW221698366 BCX0\">indicating<\/span><span class=\"NormalTextRun SCXW221698366 BCX0\"> that the conditions for closure have not yet been met.<\/span><\/span><span class=\"LineBreakBlob BlobObject DragDrop SCXW221698366 BCX0\"><span class=\"SCXW221698366 BCX0\">\u00a0<\/span><\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a8123bb elementor-widget elementor-widget-image\" data-id=\"a8123bb\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"487\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/unable-to-close-ticket-desk365-closure-rule-1024x487.webp\" class=\"attachment-large size-large wp-image-33698\" alt=\"unable-to-close-ticket-desk365-closure-rule\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/unable-to-close-ticket-desk365-closure-rule-1024x487.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/unable-to-close-ticket-desk365-closure-rule-300x143.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/unable-to-close-ticket-desk365-closure-rule-768x365.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/unable-to-close-ticket-desk365-closure-rule-1536x730.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/unable-to-close-ticket-desk365-closure-rule.webp 1918w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3324036 elementor-widget elementor-widget-text-editor\" data-id=\"3324036\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW78423173 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW78423173 BCX0\">Next, the rep adds an internal note<\/span><span class=\"NormalTextRun SCXW78423173 BCX0\">,<\/span><span class=\"NormalTextRun SCXW78423173 BCX0\"> noting the prospect\u2019s interest level or next steps for follow-up. This internal note provides context for the team and satisfies the <\/span><span class=\"NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW78423173 BCX0\">rule<\/span><span class=\"NormalTextRun SCXW78423173 BCX0\"> condition.<\/span><\/span><span class=\"EOP SCXW78423173 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-62f1f52 elementor-widget elementor-widget-image\" data-id=\"62f1f52\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"486\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/adding-a-note-desk365-helpdesk-1024x486.webp\" class=\"attachment-large size-large wp-image-33699\" alt=\"adding-a-note-desk365-helpdesk\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/adding-a-note-desk365-helpdesk-1024x486.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/adding-a-note-desk365-helpdesk-300x142.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/adding-a-note-desk365-helpdesk-768x365.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/adding-a-note-desk365-helpdesk-1536x730.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/adding-a-note-desk365-helpdesk.webp 1918w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ef700d4 elementor-widget elementor-widget-text-editor\" data-id=\"ef700d4\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW69179981 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW69179981 BCX0\">Once both condition, a public reply and an internal note \u2014 are satisfied, the ticket <\/span><span class=\"NormalTextRun SCXW69179981 BCX0\">can now be closed <\/span><span class=\"NormalTextRun SCXW69179981 BCX0\">according to the <\/span><span class=\"NormalTextRun ContextualSpellingAndGrammarErrorV2Themed SCXW69179981 BCX0\">rule\u2019s<\/span><span class=\"NormalTextRun SCXW69179981 BCX0\"> settings<\/span><\/span><span class=\"TextRun SCXW69179981 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW69179981 BCX0\">.<\/span><\/span><span class=\"EOP SCXW69179981 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-da50021 elementor-widget elementor-widget-heading\" data-id=\"da50021\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Custom fields in closure rules<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-950929a elementor-widget elementor-widget-text-editor\" data-id=\"950929a\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Desk365 offers additional conditions that can be added to the closure rules. In addition to configuring conditions using the default ticket fields, you also have the option to define conditions using custom fields that you have specifically designed to align with the unique requirements of your helpdesk.<\/p><p>To do that, you need to add the required condition as a Ticket Field, and also ensure it&#8217;s added to the list of Visible <span style=\"color: #3f51b5;\"><a style=\"color: #3f51b5;\" href=\"https:\/\/help.desk365.io\/en\/articles\/configure-ticket-properties\/\">Ticket Properties panel<\/a><\/span> of the Ticket Details page.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-af5ddda elementor-widget elementor-widget-heading\" data-id=\"af5ddda\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Adding custom fields in closure rules<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-192a1429 elementor-widget elementor-widget-text-editor\" data-id=\"192a1429\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>For example, suppose you intend to include the custom field &#8216;Resolving Reason&#8217; before a ticket is closed or resolved. This can be accomplished in the following way:<\/p><p>1. Go to Settings &gt; Admin &gt; Ticket Fields in the Agent Portal.<\/p><p>2. Add &#8216;Resolving Reason&#8217; as a ticket field as shown in the screenshot below:\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7bf875f8 elementor-widget elementor-widget-image\" data-id=\"7bf875f8\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1918\" height=\"872\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/adding-custom-ticket-field-desk365-helpdesk.webp\" class=\"attachment-full size-full wp-image-33649\" alt=\"adding-custom-ticket-field-desk365-helpdesk\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/adding-custom-ticket-field-desk365-helpdesk.webp 1918w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/adding-custom-ticket-field-desk365-helpdesk-300x136.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/adding-custom-ticket-field-desk365-helpdesk-1024x466.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/adding-custom-ticket-field-desk365-helpdesk-768x349.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/adding-custom-ticket-field-desk365-helpdesk-1536x698.webp 1536w\" sizes=\"(max-width: 1918px) 100vw, 1918px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-49eca1b2 elementor-widget elementor-widget-text-editor\" data-id=\"49eca1b2\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>3. Click on &#8216;Save&#8217; to save the Ticket Field.\u00a0<\/p><p>4. Now navigate to Tickets &gt; All Tickets and click on any of the tickets to access the Ticket Details Page. Click on the \u2018Edit\u2019 button in the Ticket Properties menu as shown in the screenshot below.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-29cde5dd elementor-widget elementor-widget-image\" data-id=\"29cde5dd\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1918\" height=\"874\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/edit-ticket-properties-desk365-helpdesk.webp\" class=\"attachment-full size-full wp-image-33650\" alt=\"edit-ticket-properties-desk365-helpdesk\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/edit-ticket-properties-desk365-helpdesk.webp 1918w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/edit-ticket-properties-desk365-helpdesk-300x137.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/edit-ticket-properties-desk365-helpdesk-1024x467.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/edit-ticket-properties-desk365-helpdesk-768x350.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/edit-ticket-properties-desk365-helpdesk-1536x700.webp 1536w\" sizes=\"(max-width: 1918px) 100vw, 1918px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4ee60479 elementor-widget elementor-widget-text-editor\" data-id=\"4ee60479\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>5. Under select ticket fields click on Available fields &gt; Resolving Reason, it will get added under Displayed fields.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7badc744 elementor-widget elementor-widget-image\" data-id=\"7badc744\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"469\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/select-cutom-ticket-field-from-ticket-properties-desk365-helpdesk-1024x469.webp\" class=\"attachment-large size-large wp-image-33651\" alt=\"select-cutom-ticket-field-from-ticket-properties-desk365-helpdesk\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/select-cutom-ticket-field-from-ticket-properties-desk365-helpdesk-1024x469.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/select-cutom-ticket-field-from-ticket-properties-desk365-helpdesk-300x137.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/select-cutom-ticket-field-from-ticket-properties-desk365-helpdesk-768x351.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/select-cutom-ticket-field-from-ticket-properties-desk365-helpdesk-1536x703.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/select-cutom-ticket-field-from-ticket-properties-desk365-helpdesk.webp 1912w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1c9b22bd elementor-widget elementor-widget-text-editor\" data-id=\"1c9b22bd\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>6. Click &#8216;Save&#8217; to include the &#8216;Resolving Reason&#8217; field in the Ticket Properties Panel.<\/p><p><em>Note: The closure rules will be followed only when the ticket fields are visible in the Ticket Properties panel of the Ticket Details page.<\/em><\/p><p>7. The ticket field &#8216;Resolving Reason&#8217; will now be included in the Additional Conditions section within the Closure Rules.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-1cc056ee elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"1cc056ee\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-49cc42fb\" data-id=\"49cc42fb\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-65cb1ded elementor-widget elementor-widget-heading\" data-id=\"65cb1ded\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Configuring ticket field visibility for group based closure rules<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-753908a2 elementor-widget elementor-widget-text-editor\" data-id=\"753908a2\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun Highlight SCXW40166965 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW40166965 BCX0\">To ensure that closure rules work correctly for specific groups, the related ticket fields must be visible to that group on the ticket details page. Closure rules only apply to the ticket properties that are visible for the respective group.<\/span><\/span><span class=\"EOP SCXW40166965 BCX0\" data-ccp-props=\"{}\">\u00a0<\/span><\/p><p>For instance, if you wish to have the IT Support team fill out the ticket&#8217;s category and subcategory, and the Sales team to complete a custom field you\u2019ve created called \u2018Resolving Reason\u2019 before closing the ticket, you can achieve this through a few simple steps outlined below:<\/p><p>1. Begin by creating the necessary ticket fields.<br \/>2. Navigate to Tickets &gt; All Tickets and select a ticket to access its Ticket Details Page.<br \/>3. Click on &#8216;Edit&#8217; in the Ticket Properties Panel.<br \/>4. Configure the visibility of ticket properties for a specific group, as demonstrated below:<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2634bce6 elementor-widget elementor-widget-image\" data-id=\"2634bce6\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"864\" height=\"870\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/configure-ticket-field-visibility-for-specific-group-desk365.webp\" class=\"attachment-large size-large wp-image-33652\" alt=\"configure-ticket-field-visibility-for-specific-group-desk365\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/configure-ticket-field-visibility-for-specific-group-desk365.webp 864w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/configure-ticket-field-visibility-for-specific-group-desk365-298x300.webp 298w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/configure-ticket-field-visibility-for-specific-group-desk365-150x150.webp 150w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/configure-ticket-field-visibility-for-specific-group-desk365-768x773.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/configure-ticket-field-visibility-for-specific-group-desk365-70x70.webp 70w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/configure-ticket-field-visibility-for-specific-group-desk365-16x16.webp 16w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/configure-ticket-field-visibility-for-specific-group-desk365-18x18.webp 18w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/configure-ticket-field-visibility-for-specific-group-desk365-20x20.webp 20w\" sizes=\"(max-width: 864px) 100vw, 864px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6cc1f1e8 elementor-widget elementor-widget-text-editor\" data-id=\"6cc1f1e8\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>5. Save your changes.<br \/>6. You can now activate the closure rules by adding those ticket properties to be filled as a condition.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4644f8eb elementor-widget elementor-widget-image\" data-id=\"4644f8eb\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1007\" height=\"713\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/choosing-multiple-conditions-for-the-closure-rule-desk365-helpdesk.webp\" class=\"attachment-large size-large wp-image-33700\" alt=\"ticket-fields-added-in-closure-rules-desk365-helpdesk\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/choosing-multiple-conditions-for-the-closure-rule-desk365-helpdesk.webp 1007w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/choosing-multiple-conditions-for-the-closure-rule-desk365-helpdesk-300x212.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/choosing-multiple-conditions-for-the-closure-rule-desk365-helpdesk-768x544.webp 768w\" sizes=\"(max-width: 1007px) 100vw, 1007px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2c204117 elementor-widget elementor-widget-text-editor\" data-id=\"2c204117\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Since the closure rules are applicable exclusively to the visible ticket properties, they will only impact the group for which the ticket properties are enabled.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-2cfc5d81 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"2cfc5d81\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-5da506ba\" data-id=\"5da506ba\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-790f049c elementor-widget elementor-widget-heading\" data-id=\"790f049c\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">How closure rules work in Desk365?<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4e5737c5 elementor-widget elementor-widget-heading\" data-id=\"4e5737c5\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">In agent portal: <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-37b3f3ac elementor-widget elementor-widget-text-editor\" data-id=\"37b3f3ac\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>When you attempt to update the ticket status to &#8216;closed&#8217; or &#8216;resolved&#8217; in the Tickets List page without fulfilling all the required conditions, a popup will appear, as shown below:<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2653e7ed elementor-widget elementor-widget-image\" data-id=\"2653e7ed\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"468\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/how-closure-rules-work-desk365-helpdesk-1024x468.webp\" class=\"attachment-large size-large wp-image-33654\" alt=\"how-closure-rules-work-desk365-helpdesk\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/how-closure-rules-work-desk365-helpdesk-1024x468.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/how-closure-rules-work-desk365-helpdesk-300x137.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/how-closure-rules-work-desk365-helpdesk-768x351.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/how-closure-rules-work-desk365-helpdesk-1536x702.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/how-closure-rules-work-desk365-helpdesk.webp 1918w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3ded9484 elementor-widget elementor-widget-text-editor\" data-id=\"3ded9484\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Likewise, if you attempt to change the ticket status to &#8216;Closed&#8217; or &#8216;Resolved&#8217; under the Ticket Properties section on the Ticket Details Page without fulfilling all the necessary conditions, a popup will emerge, as shown below:<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3928ebf4 elementor-widget elementor-widget-image\" data-id=\"3928ebf4\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"465\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/desk365-closure-rules-unable-to-close-ticket-message-popup-1024x465.webp\" class=\"attachment-large size-large wp-image-33655\" alt=\"desk365-closure-rules-unable-to-close-ticket-message-popup\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/desk365-closure-rules-unable-to-close-ticket-message-popup-1024x465.webp 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/desk365-closure-rules-unable-to-close-ticket-message-popup-300x136.webp 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/desk365-closure-rules-unable-to-close-ticket-message-popup-768x349.webp 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/desk365-closure-rules-unable-to-close-ticket-message-popup-1536x698.webp 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/desk365-closure-rules-unable-to-close-ticket-message-popup.webp 1918w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5aa610bc elementor-widget elementor-widget-heading\" data-id=\"5aa610bc\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">In Desk365 Teams Agent Bot: <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-78a30f36 elementor-widget elementor-widget-text-editor\" data-id=\"78a30f36\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>The closure rules also apply when you attempt to update the ticket status in the Ticket Properties within the <span style=\"color: #3f51b5;\"><a style=\"color: #3f51b5;\" href=\"https:\/\/www.desk365.io\/agent-bot\/\">Desk365 Teams Agent Bot<\/a><\/span> on Microsoft Teams.<\/p><p>1. Navigate to the Agent Bot in Microsoft Teams.<\/p><p>2. Click on \u2018My Tickets\u2019 or \u2018Unassigned Tickets\u2019 button.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-105cf375 elementor-widget elementor-widget-image\" data-id=\"105cf375\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"487\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/welcome-message-in-the-agent-bot-desk365-1-1024x487.png\" class=\"attachment-large size-large wp-image-27534\" alt=\"welcome-message-in-the-agent-bot-desk365\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/welcome-message-in-the-agent-bot-desk365-1-1024x487.png 1024w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/welcome-message-in-the-agent-bot-desk365-1-300x143.png 300w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/welcome-message-in-the-agent-bot-desk365-1-768x365.png 768w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/welcome-message-in-the-agent-bot-desk365-1-1536x730.png 1536w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/welcome-message-in-the-agent-bot-desk365-1.png 1910w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-664421ed elementor-widget elementor-widget-text-editor\" data-id=\"664421ed\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>3. Choose any ticket to view the details card for that ticket.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3aee8d6f elementor-widget elementor-widget-text-editor\" data-id=\"3aee8d6f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>4. Select &#8216;Update Properties&#8217;, then choose &#8216;Status&#8217;, and pick either &#8216;Closed&#8217; or &#8216;Resolved&#8217;, finally, click &#8216;Save&#8217;.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2163976f elementor-widget elementor-widget-image\" data-id=\"2163976f\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"753\" height=\"597\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/changing-ticket-status-to-closed-desk365-teams-bot.webp\" class=\"attachment-large size-large wp-image-33656\" alt=\"changing-ticket-status-to-closed-desk365-teams-bot\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/changing-ticket-status-to-closed-desk365-teams-bot.webp 753w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/changing-ticket-status-to-closed-desk365-teams-bot-300x238.webp 300w\" sizes=\"(max-width: 753px) 100vw, 753px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1b447876 elementor-widget elementor-widget-text-editor\" data-id=\"1b447876\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>5. Now the card appears as shown below:\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3223b75a elementor-widget elementor-widget-image\" data-id=\"3223b75a\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"682\" height=\"184\" src=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/configuring-closure-rules-unable-to-close-ticket-card.webp\" class=\"attachment-large size-large wp-image-33657\" alt=\"configuring-closure-rules-unable-to-close-ticket-card\" srcset=\"https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/configuring-closure-rules-unable-to-close-ticket-card.webp 682w, https:\/\/help.desk365.io\/en\/wp-content\/uploads\/2023\/08\/configuring-closure-rules-unable-to-close-ticket-card-300x81.webp 300w\" sizes=\"(max-width: 682px) 100vw, 682px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3042febb elementor-widget elementor-widget-text-editor\" data-id=\"3042febb\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Similarly, we have incorporated closure rules for those utilizing the Desk365 API, as well as within the <span style=\"color: #3f51b5;\"><a style=\"color: #3f51b5;\" href=\"https:\/\/learn.microsoft.com\/en-us\/connectors\/desk365\/\" target=\"_blank\" rel=\"noopener\">Desk365 Power Automate Connector<\/a>.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-23b9013 elementor-widget elementor-widget-heading\" data-id=\"23b9013\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Note<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-620c1f53 elementor-widget elementor-widget-text-editor\" data-id=\"620c1f53\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>The closure rules won&#8217;t be effective in the situations outlined below:<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6467cb5 elementor-widget elementor-widget-text-editor\" data-id=\"6467cb5\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul><li><span style=\"color: #020101;\">Whenever a ticket is merged with another ticket, the merged ticket will be marked as closed.<\/span><\/li><li><span style=\"color: #020101;\">When <a style=\"color: #020101;\" href=\"https:\/\/help.desk365.io\/en\/articles\/import-tickets\/\">importing tickets<\/a> that are already closed or resolved, the usual rules for closure will not be applied to those particular tickets.<\/span><\/li><li><span style=\"color: #020101;\">Automation rules that are designed to close or resolve tickets do not follow the regular closure rules.<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-54408e35 elementor-widget elementor-widget-text-editor\" data-id=\"54408e35\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Closure rules aid agents in enhancing their efficiency and ensuring the completion of all tasks prior to closing or resolving a ticket. This functionality enforces particular fields and simplifies the process of monitoring issue progress, thereby facilitating faster resolution of subsequent tickets sharing similar problems.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"author":5,"featured_media":0,"parent":22051,"menu_order":0,"comment_status":"open","ping_status":"closed","template":"","doc_tag":[],"class_list":["post-22052","docs","type-docs","status-publish","hentry","no-post-thumbnail"],"comment_count":0,"_links":{"self":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/22052","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs"}],"about":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/types\/docs"}],"author":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/comments?post=22052"}],"version-history":[{"count":42,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/22052\/revisions"}],"predecessor-version":[{"id":35982,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/22052\/revisions\/35982"}],"up":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/22051"}],"next":[{"title":"Allowing contacts to close tickets","link":"https:\/\/help.desk365.io\/en\/articles\/allowing-contacts-to-close-tickets\/","href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/docs\/25869"}],"wp:attachment":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/media?parent=22052"}],"wp:term":[{"taxonomy":"doc_tag","embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/doc_tag?post=22052"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}