For teams using the Grispi support system, automatically closing tickets under specific conditions is essential for both operational efficiency and accurate reporting. In this guide, we explain step by step how to create an automatic ticket closure rule.
🚀 Why Should You Auto-Close Tickets?
- Tickets marked as Closed cannot be edited and are considered fully resolved
- The Closed status is required for automation rules and API operations to function correctly
- Manual workload for agents is reduced, and processes become standardized
🔧 Step-by-Step Automatic Closure Setup
1. Create a Trigger
Triggers are rules that automatically perform actions on tickets when defined conditions are met.
Trigger Setup:
Conditions (all must be met):
- Ticket status → Less than Closed
- Tag → closeticket (tag must be present)
Actions:
- Remove tag: closeticket
- Change ticket status: Closed
✅ Removing the tag ensures the trigger won’t be reactivated unintentionally.
2. Create a Macro
You can define a macro to simplify the process for agents. This macro adds the required tag to the ticket, which in turn activates the trigger.
Macro Settings:
- Action: Add tag → closeticket
When the agent runs this macro, the trigger will automatically close the ticket.
You can also read the article:
Automatically Closing a Large Number of Tickets (via API or Automation)
