Closing Questions

Definition

Closing a question pre-supposes that the issue has been resolved. When a question is closed, it cannot be updated anymore. However, closed questions can be reopened or deleted permanently.

Usage

Closing a question means that the customer’s request has been satisfied to the maximum expedient degree. Still, it does not imply that questions are always closed after a long series of customer updates and support staff replies. Sometimes it is enough to provide a reference to a Knowledge Base record to respond to a customer’s request for advice.

Questions may be moved individually (described below) or collectively.

Procedure

Select the question in the list and click the Close button or access the question’s details view page and click the Close button.

Automatic e-mail notifications are generated according to notification settings when applicable.

Tips

You may setup escalation rules to let the system remind you to close old questions.

Leaving too many questions open is not recommended.

Next: Reopening Questions