Customer Portal Configuration: Enabling Ticket Resolution by End Users
  • In the Customer Portal, end users can be allowed to close their tickets and provide a final comment before submission.
  • Only the Admin has the access to enable the Mark as Solved feature in the Customer Portal.
  • An Admin user should log in with their credentials and navigate to the appropriate interface.
  • Note: In the General Settings, under the Ticketing tab, ensure the application is properly mapped. When configuring the Ticket Status, make sure to map it correctly with the appropriate field. For the Resolved status, map it to the Closed or Resolved option from the dropdown as required.
  • Click on the Help Portal where users can view all Knowledge Base articles.
  • Click on the profile name and select Admin from the dropdown options.
  • Go to the Forms tab and select the form for which you want to enable this option. Then click on the Edit button (or click on the three dots and choose Edit).
  • Enable the Ticketing Settings option and Mark as Resolved option and Final Comment option (if required)
  • After enabling, click on the Save button.
  • Return to the Articles page by selecting Wavity logo.
  • Click on the profile name again, and select Records from the dropdown options.
  • This will navigate to My Records, where users can view the list of all tickets created by the currently logged-in user.
  • Select any Open Ticket (the Mark as Solved button will not appear for closed tickets).
  • Click the Mark as Solved button.
  • A Final Comment pop-up will appear, allowing the end user to add their closing remarks or attach any relevant images. After entering the comment, click Send.
  • The comment will be added to the conversation, and the ticket status will automatically update to Closed.