Hi, In terms of quality control I would like to know if there is or can be a feature that allows the user to validate the closure of a ticket? Thanks
I think I understand pedromrsantos 's request, as we have something similar. Basically once the agent has submitted his/her solution to the end-user, the agent would also switch the status to "Resolved/Pending for validation". The end-user would then accept or reject the solution. At the moment I do not think there is anything out of the box for this, for a work-around would be the following:
Otherwise, one mods has been discussed here, but I haven't given it a go yet: https://forum.osticket.com/d/77062-client-closing-tickets/16
define "allows the user to validate the closure of a ticket"
Users do not have much control over tickets beside opening, and updating them.
Agents do. You can also add fields that need to be populated by the agent before being closed.