Defining closures

Closure defines a possible outcome and reason for a case. A closure can have a positive, negative or a neutral outcome, default value being neutral.

To create a new closure:

  1. Go to Configure -> Closures -> click on the new closure icon
  2. Enter a suitable name for the closure and click Save. This will take you to the edit closure window.
  3.  Enter a description if desired and Save.

To delete a closure, look up for the closure from the list or in the search tab and click on it to open the edit closure screen. Press Delete and confirm your decision.

Importing Closures

To bulk import canned responses, go to Configure -> Canned responses -> click on import icon on the right hand side of your screen. You are required to download a CSV template and populate the data first. Then click on the import csv file icon  icon and select Submit to upload the responses.


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