How can the agent solve the ticket?

[Zeinab]

what is the best way for the agent to solve a ticket
Is it "forward" or "reply" or "close" the ticket
this issue is so confusing to me
thanks alot

[KlausNehrer]

With notification to customer "reply" with state "closed"
Without notification to customer "notice" with next state "closed". The Option "close" is also a notice.

[Zeinab]

Thank you so much
now it works fine when an agent solve the ticket by "note" and make the next state closed successful
it works like magic

But for the "reply" it doesn't change the state of ticket to be "closed successful" it's still "open"