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Complete case

Complete (or close) a case chat if your issue is resolved.

You can mark a case as Complete when your issue has been resolved and no further assistance is needed.

Completing a case indicates that the case has been closed. Any user within the account can close a case, regardless of who created it. If additional help is needed later, a closed case can be reopened.

Complete a case from the Cases page

To close a case from the Cases page:

  1. Go to Helpdesk > Cases.

  2. (Optional) Use filters to find the desired case.

  3. Select the case ID.

  4. In the details pane on the right, select the actions icon (•••), then under Case, choose Complete.

  5. In the Complete case confirmation, confirm that you want to complete the case.

Complete a case from the Chats page

To close a case from the Chats page:

  1. Go to the Chats page.

  2. (Optional) Use the <svg xmlns="http://www.w3.org/2000/svg" height="24px" viewBox="0 -960 960 960" width="24px" fill="#5f6368"><path d="M400-240v-80h160v80H400ZM240-440v-80h480v80H240ZM120-640v-80h720v80H120Z"/></svg>Filter option at the top of your chat list to find the desired case.

  3. Select the case you want to complete.

  4. Select the actions icon (•••) in the chat window, then under Case, choose Complete.

  5. In the Complete case confirmation, confirm that you want to complete the case.

The case closes and its status changes to Completed. You can reopen the case at any time. For details, see Reopen a case.

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