From a working ticket, click Close Ticket in the Next Steps panel. The Close Ticket pop-up window is displayed.

In the Reason Code drop-down list, select a reason for closing the ticket. Reason Codes include:

Note: To close a ticket as a duplicate of an existing ticket, use Close as Duplicate Ticket in the Ticket Summary. You will be prompted to enter the identification number of the duplicate ticket for future reference. The duplicate ticket ID will later be displayed in the Ticket Activity Description in the Ticket Activity panel. See Closing a Ticket as a Duplicate for additional information.

Type notes related to the ticket in the Enter Note box. Notes are helpful to other users after a ticket is closed to provide further explanation for the Close Ticket reason code.

Select the Share with Customer check box to make the note available to the customer.

Click OK. The ticket status is changed to Closed and the ticket ownership is released. The Ticket Details pane is redisplayed.

Note: You can reopen a ticket after it has been closed by clicking Reopen Ticket in the Next Steps panel.