As an advisor, it is important to close ExpertConnect tickets once they are resolved to keep you and your team's Tickets page organized and up to date. Closing tickets also helps prevent duplicate follow‑ups and ensures other advisors can clearly see which issues still require attention. It improves overall team efficiency and provides customers with a smoother support experience.

Closing Tickets

• Closing an open ticket is as simple as hitting the X Close button in the top right corner of the Web Dashboard, confirming whether the ticket needs a Ticket Tag and pushing submit.

• Closing a ticket within the mobile app can be done by clicking inside of the ticket, navigating to Ticket Details and hitting the yellow Close Ticket Button at the bottom of the page

Archiving Tickets 

• In the web dashboard a ticket can be archived by hitting the Archive button where the X Close button was before the closing of the ticket. 

• After closing a ticket within the mobile app, the yellow Close Ticket button will transform into the Archive button

How to bulk close or archive tickets

On the Web Dashboard, advisors can use the bulk select feature to close, archive, un-archive, mark as read, or mark as unread. 

1. On the Tickets page, use the checkboxes on the left-side of the tickets to select multiple tickets. You can click the top checkbox to select all the tickets on the page.
2. Click Bulk Actions on the right side and choose to Close, Archive, Un-Archive, Mark as read, or Mark as unread for the selected tickets. Selecting Archive will automatically close any open tickets before archiving them.

How to Auto Close & Archive Tickets 

From each team's settings, team managers can set tickets to automatically archive after a set amount of time the ticket has been in a closed status. 

1. On the Manage page, select the team.
2.  Select Edit Team.
3. Toggle to ON for auto close or auto archive, in the box underneath each field select and fill out the number of days you wish for tickets to auto close or auto archive. Ensure that once these are filled out you scroll to the bottom of the page and click save to enable these settings.

Viewing Closed and Archived Tickets on Web Dashboard

1. On the Web dashboard select Status
2. Select Closed and Archived