Close Cases
When you reply to a customer with a definitive answer, you can change the case status to Closed. On the case record, in the Status list, select Close.
Closed cases are saved in your Cases list, but the list filters out closed cases, by default. You can view closed cases, but they are not visible with the open cases.
If a customer replies to the email message sent from the case, the case is re-opened. It is assigned to the last sales rep that replied to the case.
If the customer clicks Contact Support or an online case form link again, a new case is created, and the case workflow begins again.
If you use the Issue Management feature, cases can close automatically when all issues associated with a case are closed. For more information, see Setting Issue Management Preferences.