Closing resolved tickets with notification

Purpose

1.1. Automate the process of closing resolved customer support tickets for artists and creative professionals in the Arts & Entertainment industry.
1.2. Automatedly notify customers upon ticket closure, confirming resolution and encouraging continued engagement.
1.3. Ensure no resolved request remains open, increasing operational efficiency and automating quality assurance.
1.4. Create an audit trail of all automated ticket closures and notifications for compliance and reporting purposes.
1.5. Centralize, standardize, and automate communication for improved professional reputation and client trust.

Trigger Conditions

2.1. Ticket status updated by support agent as "Resolved" or "Closed".
2.2. No further replies from client detected within predefined time (e.g., 48 hours).
2.3. Automatedly detects inactivity in ticket thread via platform webhook or API polling.
2.4. Specific resolution labels or tags assigned (e.g., “Issue Resolved”, “Completed”).
2.5. Automatedly receives scheduled cron event for batch-processing open tickets.

Platform Variants

1. Zendesk

• Feature/Setting: Trigger API with "ticket.status = solved", configure Notify end-user webhook, use Close Ticket endpoint.
• Example: Automate POST to /api/v2/tickets/{id} with status, then send notification via email API.

2. Freshdesk

• Feature/Setting: Ticket Event Automation, set rule to automatedly close and invoke webhook; automate customer email via Automations.
• Example: Automate API PUT /api/v2/tickets/{id}?status=Closed.

3. Salesforce Service Cloud

• Feature/Setting: Automated Flow Builder with "Case Closed" trigger; automate Email Alert action.
• Example: Set "Case.Status='Closed'" in Process, automate outbound notification.

4. HubSpot Service Hub

• Feature/Setting: Automate workflow with ticket status change; automate notification email via workflow action.
• Example: Automate Ticket pipeline rule “If status = Resolved, send email, close ticket”.

5. Zoho Desk

• Feature/Setting: Automate Blueprint transition on status “Resolved,” integrate automated notification.
• Example: Automate Webhook triggered on ticket update, run API to close ticket, send email via Zoho Desk actions.

6. Jira Service Management

• Feature/Setting: Automation rule “When Issue transitioned to Done”, automate comment to user, transition to Closed.
• Example: Configure “Issue transitioned” trigger, post automated comment, automate status to Closed.

7. Intercom

• Feature/Setting: Automated Rules on conversation close; automate outbound message via Message API.
• Example: Use "Conversation closed" event, automate outbound email or in-app message.

8. ServiceNow

• Feature/Setting: Automate Workflow Designer for Incident resolved; automate Notify via Notification Action.
• Example: “State changes to resolved”, automate Notify action; update state to closed via script action.

9. Help Scout

• Feature/Setting: Automate Workflow to tag, close conversation, and automate send Satisfaction Survey.
• Example: Automate Workflow “When status=Resolved, send notification, close thread.”

10. Kayako

• Feature/Setting: Automate Automations based on status resolved, send notifications via automated assignment.
• Example: Automate automation rule "Status=resolved", notify requester, close ticket.

11. Gorgias

• Feature/Setting: Automate Rule “if ticket status Resolved, send notification, close ticket.”
• Example: Automate rule for notifications and status update.

12. LiveAgent

• Feature/Setting: Automation Rule for “Ticket resolved”; automate reply and ticket closure.
• Example: Automated workflow for closing ticket and sending message.

13. Microsoft Dynamics 365 Customer Service

• Feature/Setting: Power Automate Flow “When case resolved,” automatedly send email and close record.
• Example: Automate Power Automate connector for resolved case.

14. Front

• Feature/Setting: Automated rule “Conversation archived”, send auto-reply, automatedly change status.
• Example: Automated rule: archive conversation and send notification.

15. HappyFox

• Feature/Setting: Smart Rules, automate “on ticket resolved”, notify requester; automate closing function.
• Example: Trigger on status change, automated message, ticket closure.

16. Spiceworks

• Feature/Setting: Automated triggers for ticket status, automate email alert, ticket closure.
• Example: Configure trigger for “status = resolved”, automate email to client.

17. osTicket

• Feature/Setting: Auto-Task on resolved status, automate email template, ticket closure.
• Example: Configure “Ticket resolved”, automatedly send template, close thread.

18. Groove

• Feature/Setting: Automate Transition “Closed” status, automate email notification in workflow.
• Example: Set workflow on resolve, send message, close.

19. Mailgun

• Feature/Setting: Automate send email notification via Messages API; integrate with ticket system webhook.
• Example: POST /messages with ticket info and closure notice.

20. Twilio SMS

• Feature/Setting: Use Programmable SMS API to automate user notification upon ticket closure.
• Example: Trigger API call to /Messages endpoint on resolved event.

21. Slack

• Feature/Setting: Automate Slack Bot or webhook to notify user/channel of closed ticket.
• Example: Incoming webhook triggered when ticket automates closure, automate notification.

22. SendGrid

• Feature/Setting: Automatedly send transactional email upon closure by API integration or Marketing Automation.
• Example: API POST to /mail/send with closure notification template.

23. Google Workspace (Gmail)

• Feature/Setting: Automated Gmail API to send email on resolved status; automate via Apps Script.
• Example: Script triggers on resolve, automate send email.

24. Outlook 365

• Feature/Setting: Power Automate to trigger send mail on resolved ticket event.
• Example: Automatedly detect status change, send notification using Outlook connector.

Benefits

4.1. Automates redundant manual checks and closure steps, preventing open-ticket overload.
4.2. Ensures each client receives timely automated notification of resolution, increasing satisfaction.
4.3. Improves agent productivity by automatedly handling repetitive ticket closure and frees time for high-value tasks.
4.4. Reduces errors and maintains standardized recordkeeping via full automation.
4.5. Elevates professional image by automating consistent, branded communications in client support.