Automatically close Ticket when Agent replies

Technical assistance
1
  • Used Zammad version: 6.3.1-1721825423.0169f773.bullseye
  • Used Zammad installation type: package
  • Operating system: Debian 12
  • Browser + version: Chrome

Expected behavior:

  • When our customerservice replies to a ticket the ticket should automatically close.

Actual behavior:

  • Ticket stays on open

Steps to reproduce the behavior:

  • Created a Trigger. Action is updated and sender is agent → Close Ticket
    Does not work
2

I think the easiest way to do this is to use the macros. When the agent replies to the ticket, he simply clicks the button; “update and close”.

1 Like
3

This could be done by triggers.
Last action: response by Agent, close Ticket.

I am interested, what’s the use case where you need an instant close?

4

Yes thats a solution. But our customer wants it automated.
So an agent replies on a Ticket and clicks on update → Ticket should automatically be closed.

5

I dont have the option “Last Action: response by Agent”. Where do you find it?

6

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