Is it possible to allow customers to reopen closed issues, close open issues, etc. from within the portal?
Can I insert these extra links under the "You can" section ...
Me too, I need customers to be able to close an issue once an agent has set status to resolved. Customers will not update ticket to say 'yes it is complete' but rather ignore if they are happy with it. Surely the ability for them to confirm 'close' even if it does not change workflow and requires agent to hit the resolved button.
I agree. I need a workflow that allows my customers to indicate that they are satisfied with the resolutions. Currently, we are marking the issue as resolved and are having to have a staff member reach out to the customer to make sure they are satisfied with the resolution. This workflow is not scale-able. Allowing the Customer who submitted the ticket to close the ticket would resolve that part of the workflow.
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