We would prefer to have the ability to hide the "Closed" status in the Status menu from agents as well as remove the "Close" button from the ticket template. We want all agents to set tickets to "Resolved" and not have the option to choose "Closed".
In addition, the "Close" button on a ticket's template can take on two meanings. It's current purpose is to close the ticket. As such it should state "Close Ticket".
However, for our purposes, we would want the choice to hide the button altogether from agents. If that can't be done, then completely remove it from the template.
Hi. I found a way to get a "warning".
- Go to Ticket closure rules and activate "time entry should be added". We dont use time entrys so they will not be able to close it.