Closing an issue with specific phrase from customer.

Question

Does anyone know how to auto close a ticket with automation using a customer response?

basically, i want to make it to where i have a set of phrases like "close this issue" or "you can close this now" and these comments transition the email to closed.

Kiel Frost_a3oavz · Answer

Hi,

I created an example of I believe meets your scenario. I used the advanced compare condition that looks at the last comment of an issue using {{issue.comments.last}} smart value check if the comment equals "Close ticket". This then transitions the issue to the "DONE" status

If this does not work for you, can you share any more detail about the automation rule you were wanting to create, to help us understand how we can support your use case?

Thanks Kiel

John Funk · Answer

Hi Trey,

Can you share the rule that you have? I have used this technic before with success.

Trey Washmon · Answer

ive tried this but unfortunately it did not close.