HaloCRM Guides
Enabling Contact Closure Confirmation
Sometimes, agents might have closed a ticket before your contact was happy with the response or resolution they've been given. To avoid this, HaloCRM has a contact closure option so that tickets will only be closed if the contact is satisfied.
To enable this, head to the 'Administration Console' > 'Processes' > 'Forms' > 'General Settings'.
Tick the box.
Then you'll be presented with a list of options that determine how the contact closure process will work.
You can customise this, or leave it with the default options.
You will see from the above screenshot that the frequency of closure reminders, along with the duration of time before the ticket automatically closes, is fully configurable. If you would like to disable the closure reminders/automatic closure functionality, simply set the duration to '0'.
Beneath these settings are options to further configure the contact closure confirmation emails; this includes the option to use the "$-ConfirmClosureWithFeedback" variable, which will prompt contact to provide feedback in order to close the ticket. Surveys can also be sent out on the ticket closure email template, and can be configured by clicking on the relevant button found at the bottom of the screenshot above.
Upon setting this up, when agents use the 'Close Ticket' action, the ticket will go into a 'Pending Closure' status. The contact will be automatically sent an email asking them whether they are happy for the ticket to be closed off.
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