How to Close a Ticket in Zendesk

Quick summary

Closing a ticket in Zendesk can be automated by creating a trigger in the Admin Center that detects a specific tag and sets the ticket's status category to Closed. Once the trigger is saved, simply adding the nominated tag to any ticket will close it automatically.

Steps

1. In the Admin Center, navigate to the left-side panel and click Objects and Rules.
2. Scroll down to the Business Rules section and select Triggers.
3. From the main dashboard, click Create Trigger in the top-right corner.
4. Enter your preferred Trigger Name in the name field.
5. Write a short description for the trigger and select a category.
6. Scroll to the Conditions section and click Add Condition.
7. In the first drop-down, select Status Category under Ticket.
8. Choose Less Than in the operator drop-down.
9. Select Closed as the value in the final drop-down.
10. Click Add Condition again below the first condition.
11. In the first drop-down, select Tags under Ticket.
12. Choose Contains At Least One of the Following in the operator drop-down.
13. Type in the specific tag you want to use for this trigger.
14. Go to the Actions section and click Add Action.
15. In the first drop-down, select Remove Tags under Ticket.
16. Type the nominated tag into the tag field.
17. Click Add Action again below the first action.
18. Select Status Category under Ticket in the new action's drop-down.
19. Choose Closed as the status value.
20. Click Create to save and enable the trigger.
21. The trigger is now active — add the nominated tag to any ticket to close it automatically.