{"id":551,"date":"2016-01-27T00:00:14","date_gmt":"2016-01-27T00:00:14","guid":{"rendered":"http:\/\/www.k12insight.com\/kc\/?post_type=article&#038;p=551"},"modified":"2025-10-28T19:18:39","modified_gmt":"2025-10-28T19:18:39","slug":"how-to-close-a-ticket","status":"publish","type":"post","link":"https:\/\/www.k12insight.com\/kc\/how-to-articles\/how-to-close-a-ticket\/","title":{"rendered":"How to Close a Ticket"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"551\" class=\"elementor elementor-551\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-769dc781 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"769dc781\" 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-b21300\" data-id=\"b21300\" 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-34e68171 elementor-widget elementor-widget-text-editor\" data-id=\"34e68171\" 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\t\t<div class=\"post-content\"><p>Ensuring that Tickets are closed in a timely manner helps to keep records accurate and ensure that all Customer feedback is addressed.<\/p><ul><li>Tickets may be closed through the process of replying.<\/li><li>Tickets for which no Reply button is displayed must still be closed. For example, if a Customer has provided a phone number and no email address, the returned phone call can be logged as an Action Taken in Internal Comments and the Ticket can be closed.<\/li><li>Anonymous Tickets must be closed. A Reply button will not be displayed, and follow-up may only include internal Comments and actions (re-assignment, Tags, etc.).<\/li><\/ul><h3>Close a ticket when replying to the customer by selecting\u00a0<strong>Send as Closed<\/strong>.<\/h3><p><img fetchpriority=\"high\" decoding=\"async\" class=\"aligncenter wp-image-2709\" src=\"https:\/\/www.k12insight.com\/kc\/wp-content\/uploads\/2016\/01\/Screen-Shot-2019-03-28-at-4.19.02-PM.png\" alt=\"\" width=\"633\" height=\"207\" \/><\/p><\/div><p>Note: By default, if an email address has been provided and no opt-out settings have been changed, closing a Ticket will send the Customer a Feedback Form. Learn more under Customer Feedback Form.<\/p><h3>Close a ticket through the menu icon at the top right-hand corner.<\/h3><p><img decoding=\"async\" class=\"aligncenter wp-image-2710\" src=\"https:\/\/www.k12insight.com\/kc\/wp-content\/uploads\/2016\/01\/Screen-Shot-2019-03-28-at-4.20.18-PM.png\" alt=\"\" width=\"618\" height=\"184\" \/><\/p><h3>Close a ticket through the status menu.<\/h3><p><img decoding=\"async\" class=\"aligncenter wp-image-3343\" src=\"https:\/\/www.k12insight.com\/kc\/wp-content\/uploads\/2016\/01\/jHfOlhLD7V.gif\" alt=\"\" width=\"272\" height=\"505\" \/><\/p><div class=\"post-content\"><p>A closed Ticket will be evident from the Status field, a lock on the Reply button, disabled buttons\/fields, and its appearance in the Closed Tickets folder. To re-open, switch status to In Progress.<\/p><h3>Customer Replies<\/h3><p>If a customer replies to a ticket that is already closed, depending on the circumstance, it could re-open the ticket.<\/p><ul><li>If the ticket has been closed less than 2 weeks ago, then the response will re-open the ticket, setting it to In Progress.<\/li><li>If the ticket has been closed for more than 2 weeks, then the response will not re-open the ticket and the customer will get the following email reply asking them to submit a new ticket<br \/><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-3670\" src=\"https:\/\/www.k12insight.com\/kc\/wp-content\/uploads\/2016\/01\/Screen-Shot-2020-08-21-at-9.47.04-AM.png\" alt=\"\" width=\"591\" height=\"417\" srcset=\"https:\/\/www.k12insight.com\/kc\/wp-content\/uploads\/2016\/01\/Screen-Shot-2020-08-21-at-9.47.04-AM.png 1676w, https:\/\/www.k12insight.com\/kc\/wp-content\/uploads\/2016\/01\/Screen-Shot-2020-08-21-at-9.47.04-AM-709x500.png 709w, https:\/\/www.k12insight.com\/kc\/wp-content\/uploads\/2016\/01\/Screen-Shot-2020-08-21-at-9.47.04-AM-768x542.png 768w, https:\/\/www.k12insight.com\/kc\/wp-content\/uploads\/2016\/01\/Screen-Shot-2020-08-21-at-9.47.04-AM-1024x722.png 1024w\" sizes=\"(max-width: 591px) 100vw, 591px\" \/><\/li><li>If the ticket originally came in as a text ticket, then any response to a closed ticket, regardless of when it was closed, will re-open for up to 7 days.<\/li><\/ul><p>Any ticket re-opened after it is closed will send a new notification so you won't miss any messages from a customer.<\/p><\/div><footer class=\"entry-meta\"><i class=\"fa fa-tags\"><\/i><\/footer>\t\t\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},"excerpt":{"rendered":"<p>Ensuring that Tickets are closed in a timely manner helps to keep records accurate and ensure that all Customer feedback is addressed. Tickets may be closed through the process of replying. Tickets for which no Reply button is displayed must still be closed. For example, if a Customer has provided a phone number and no...<\/p>\n","protected":false},"author":9,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"video","meta":{"inline_featured_image":false,"_kad_post_transparent":"default","_kad_post_title":"default","_kad_post_layout":"default","_kad_post_sidebar_id":"","_kad_post_content_style":"default","_kad_post_vertical_padding":"default","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"footnotes":""},"categories":[409],"class_list":["post-551","post","type-post","status-publish","format-video","hentry","category-how-to-articles","post_format-post-format-video"],"_links":{"self":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/551","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/users\/9"}],"replies":[{"embeddable":true,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/comments?post=551"}],"version-history":[{"count":18,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/551\/revisions"}],"predecessor-version":[{"id":15017,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/posts\/551\/revisions\/15017"}],"wp:attachment":[{"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/media?parent=551"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.k12insight.com\/kc\/wp-json\/wp\/v2\/categories?post=551"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}