Send and Close – TicketGo Add-On Guide

Introduction

The Send and Close module of TicketGo is designed to streamline the process of resolving support tickets efficiently. This module enables users to send final responses to customers while simultaneously closing the ticket, ensuring that all necessary communication is completed before resolution. It eliminates the need for manual follow-ups by integrating response and closure actions into a single step. Additionally, the module maintains a record of all sent communications and closed tickets for future reference. This documentation provides a comprehensive guide to the functionality, configuration, and usage of the Send and Close module, helping users optimize their ticket management workflow.

Key Features

• One-Step Ticket Resolution – Allows users to send a final response and close the ticket simultaneously, reducing manual effort and ensuring quick resolution.
• Automated Status Updates – Automatically updates the ticket status to “Closed” once the final response is sent, preventing unnecessary reopenings or delays.
• Response History Tracking – Maintains a complete record of sent responses and closed tickets, ensuring easy access to past interactions for audits or reference.
• Customizable Closure Messages – Enables users to personalize closing messages to provide a more professional and informative final response to customers.
• Role-Based Access Control – Restricts ticket closure permissions to authorized personnel, preventing accidental or unauthorized ticket closures.

How to Install the Add-On?

• Follow these steps for Installation : Setup Send and Close.

How to use the Send and Close Add-On?

• Once you enable the send and close Add-On go to the conversation page.
• After you reply to a particular ticket, you will get to see a send button given below.
• If you click on that button your reply will be sent, and the ticket will be closed automatically.
• Once you close the ticket, the status of the ticket will be changed as closed on the tickets page, and ticket kanban page (only if you purchase the ticket kanban module).

So, this is how you can use the send and close module very easily.