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Enable close ticket options for agents in app bot

When agents cannot see the Close ticket options on the app screen while closing tickets, follow these steps:

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Prerequisite: Add group codes to the close ticket options based on agent groups.

  1. Check for groups: Verify if there are any groups created within the system.
  2. Agent group assignment: Ensure that the agent experiencing the issue is added to a group. If the agent is not in a group, add them to the appropriate group.
  3. Verify close ticket options:
    • If the agent already belongs to a group, check the Close ticket options.
    • Review the groups assigned to each Close ticket option.
    • Add the relevant group names to the settings for each Close ticket option.
  4. Visibility settings: Ensure the checkbox for Close ticket options to be visible while resolving tickets is ticked.

info

Only the agents added under a particular group can access the close ticket options on the ticket interface while resolving the ticket.

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In Cloud Bot, the Close ticket options are covered under custom fields of Hierarchical type.