Close a case

A customer service agent can close a case at any time, except when it is in the Resolved state.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

About this task

After an agent proposes a solution for a case, the state changes to Resolved and the customer can either choose to accept or reject the solution. If accepted, the case is closed. If rejected, the state reverts to Open.

An agent or agent manager can close a case at any time, except when it is in the Resolved state, when only a customer can accept or reject the proposed solution. When an agent or agent manager closes a case, details must be included in the Close notes field.

Procedure

  1. Open the desired case.
  2. Click the Closure Information tab.
  3. Enter any information related to the closure in the Close notes field.
  4. Click Close Case.