How to Resolve a Ticket

Resolving a ticket means the issue has been fixed or the request has been completed. This helps keep your workflow updated and informs others that no further action is needed.

Before You Begin

• Make sure the issue is fully addressed or completed
• Confirm with the requester if needed (for critical issues)

Steps

1. Log in to Synclo
   Sign in and access your dashboard.
2. Go to Ticketing & Helpdesk
   Open the helpdesk module from the sidebar.
3. Open the Ticket List
   Navigate to Assigned, In Progress, or All Tickets.
4. Select the Ticket
   Click on the ticket you want to resolve.
5. Review the Ticket Details
   Ensure the issue has been properly handled and no further action is required.
6. Add a Resolution Comment
   Enter a clear explanation of what was done to resolve the issue.
7. Locate the Status Field
   Find the current ticket status.
8. Change Status to Resolved
   Select Resolved from the status dropdown.
9. Save or Update the Ticket
   Click Save or Update to apply the change.

What Happens Next

• The ticket moves to Resolved status
• It may trigger auto-close rules if configured
• The requester can review or reopen if needed

Quick Tips

• Always add a clear resolution note for tracking
• Double-check before resolving to avoid reopening
• Use proper status flow (don’t skip directly to closed if not required)