(SOLVED) Ticket closure notification

[morecw]

Hi all,

ok so I'm deciding on the best practise for an agent to close a ticket and make OTRS send the customer an email notification.

I see there are mainly two methods:

1. Click Close and add the note
- this does not produce a customer email notification which is ok because I would prefer to reserve the option of not notifying a customer if we so chose to

2. Close ticket via a Response
- this could be perfect except the agent needs to then go to the bottom and change the state to 'closed'.

Is there a way to make the default state of a given Response 'closed' by default?

[morecw]

In the end we decided to go with a response template with a Pending Reminder (1 week) and if customer doesn't respond to that then we use a different response template (Pending Auto-close+) (1 week).

Both response templates are pre-selected and our global pending is now 1 week ahead

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