Close and reopen a ticket

A ticket closes when the conversation is over. Most tickets close because the issue was resolved, the question answered or the request fulfilled.

Close a ticket

1. Open the ticket.
2. Add a final reply summarising the outcome.
3. Tick Mark as closed.
4. Optionally pick a closure reason: resolved, no response, duplicate, out of scope.
5. Click Close ticket.

The reporter receives the closing message. The ticket moves to Closed status. SLA reporting records the closure time.

Auto-close

Tickets in Waiting on customer status for more than 14 days auto-close with an no response reason. The reporter receives a final email letting them know the ticket has closed and inviting them to reply if they need it reopened.

You can change the timeout under Settings → Ticket settings → Auto-close timeout.

Reopen a ticket

If something the ticket addressed comes back:

1. Open the closed ticket.
2. Click Reopen.
3. Add a note explaining why.
4. The ticket moves back to Open with the original assignee notified.

The thread continues from where it left off. Reopening is recorded on the audit log.

Reopening from email

If the reporter replies to the closing email, PropLink reopens the ticket automatically and notifies the assignee. No manual step needed.

Bulk close

For a backlog cleanup:

1. Open the ticket list.
2. Filter to the tickets you want to close.
3. Tick them all.
4. Click Bulk update → Close.
5. Pick a reason for the batch.
6. Confirm.

PropLink writes one closing system event per ticket and sends each reporter the closing message.

Closure quality

Tickets closed with a clear summary are easier to revisit later. Tickets closed silently are not. PropLink prompts for a final message if you try to close without a reply in the previous 24 hours.