Awesome Support Documentation

Closing A Ticket

You can create a REPLY FORM that allow the user to close a ticket.  There are two ways to do this:

Close Ticket By Mapping the CLOSE TICKET Custom Field

When the plugin is installed we create a custom field called Close Ticket.  If you map this field and set the mapped value to “1”, the ticket will be closed.

Here’s a summary of the process:

  1. Create a Gravity Forms form with three fields: Ticket ID, Message, Close Ticket (The Close Ticket field should be a RADIO BUTTON field with the values of “1” = close, “0” = do not close)
  2. Configure the Gravity Forms form to require the user to login.
  3. Add the Gravity Forms form short-code to a new WordPress page.
  4. Go to the TICKETS->SETTINGS->Gravity Forms tab.
  5. Select your form from the ADD NEW MAPPING drop-down
  6. Map the three Gravity Forms form fields as follows:
    1. Set the CONTENT drop-down to your Message form field.  Check the required box  as well.
    2. Click on the CUSTOM FIELDS tab and set CLOSE TICKET  drop-down to your form’s Close Ticket field.
    3. Click on the ADVANCED tab and set the TICKET ID drop-down to your form’s Ticket ID field.  Check the required box as well.
  7. Click the SAVE CHANGES button.

Close Ticket By Mapping the State Field

  1. Create a Gravity Forms form with three fields: Ticket ID, Message, Close Ticket (The Close Ticket field should be a RADIO BUTTON field)
  2. Configure the Gravity Forms form to require the user to login.
  3. Add the Gravity Forms form short-code to a new WordPress page.
  4. Go to the TICKETS->SETTINGS->Gravity Forms tab.
  5. Select your form from the ADD NEW MAPPING drop-down
  6. Map your two Gravity Forms form fields as follows:
    1. Set the CONTENT drop-down to your Message form field.  Check the required box  as well.
    2. Click on the ADVANCED tab and set the TICKET ID drop-down to your form’s Ticket ID field.  Check the required box as well.
    3. Click on the ADVANCED tab and set the TICKET STATE  drop-down to your form’s Close Ticket field.  Check the populate box as well.
  7. Click the SAVE CHANGES button.

With this method, it is possible that some after-close events might not trigger.

Test the Form

  1. Pull up your Gravity Forms form page, login and fill in the ticket id of an existing ticket select the close ticket radio button option.
  2. Check the ticket in Awesome Support – you should see the ticket is closed.