Is there a way to set a ticket up so that the customer emailing in can close their own ticket rather than having my support team close them? Use case would be if a client decides to message in using their account chat portal instead of following up on the email thread. Thank you!
Customers closing their own tickets
At first glance, I would recommend setting up a trigger to automate this based on the Comment text. I haven't tested it but here is a quick mock-up that may work. If you included a message in your notifications that included an exact phrase they would need to respond with to close a case, you could put that in the Comment Text Is > [text value] field and put it under the All condition section instead of the any. Hope this helps :) 
If the ticket is assigned to an agent, the requester, if they have a registered account, can go into the ticket and mark it as Solved!
Login to the community
No account yet? Create an account
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.