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Resolve and close ticket

An agent resolves a ticket by providing resolution notes. The ticket auto-closes after a configurable period, or is manually closed.

When this happens: Agent clicks Resolve or Close on a ticket. Or: system auto-close job runs.

Step by step

  1. 1

    Click Resolve on an In Progress ticket.

    EasyCRM shows a modal: Resolution Notes (required, min 10 characters).

  2. 2

    Enter resolution notes explaining how the issue was addressed.

  3. 3

    Click Resolve.

    EasyCRM updates status to Resolved Records , resolution notes. Activity log: Ticket resolved by [Agent]. Resolution: [notes] Notification per FR-10 matrix.

Other paths

Direct close from open or in progress

Click Close on an Open or In Progress ticket without resolving first. EasyCRM shows a modal: Close Reason (required dropdown: Duplicate, Cannot Reproduce, Not a Bug, Customer Withdrew, Other). Select a reason. Clicks Close Status — Closed Close reason recorded. With the selected reason.

Manual close from resolved

Click Close on a Resolved ticket before the auto-close period. Status — Closed immediately.

If something goes wrong

Resolution notes too short

If notes are fewer than 10 characters. EasyCRM shows: Resolution notes must be at least 10 characters Resolve blocked.

Invalid transition

User attempts to Resolve an Open ticket (must be In Progress first). API — HTTP 400: Cannot transition from Open to Resolved

Good to know

  • Resolution requires notes (min 10 chars).
  • Direct close requires a reason from the predefined list.
  • Auto-close runs nightly. Configurable period: 1–90 days, default 7.
  • Status transitions are server-enforced.