Routing for Auto Close



None assigned

All tickets must go to a status of Resolved and then Close. These two steps can be combined through a Ticket Update routing rule.

  1.  Navigation:
  2. Admin
  3. Ticket Routing
  4. Ticket Update (Tab)
  5. Create Rule


Check out our related video -  Ticket Routing: Auto Close (1:49) - as you review this topic.

Add a Ticket Update Routing Rule


Assign the following parameters to the rule:

  • Add Condition
    • Set the field to "Status"
    • Set the comparison condition to "is"
    • Set the field to Resolved
  • Assign To - Toggle off
  • Assign to Service Group - Toggle off
  • Set Status to - Close