Marking a Response as the Ticket Resolution
You can choose to mark a particular response as the resolution action on a ticket:
- Open the relevant ticket.
- In the Responses tab, locate the response you want to mark as the resolution response and click to highlight the tick:
If the response is a private/internal one, you must enable the Allow private responses as ticket resolution
option in the Installation Settings
Once done, this resolution information can be reported on in the Report Builder - Tickets report and the Dashboard - Ticket Closure Report: