Marking a Response as the Ticket Resolution

You can choose to mark a particular response as the resolution action on a ticket:

  1. Open the relevant ticket.
  2. 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 page.

Once done, this resolution information can be reported on in the Report Builder - Tickets report and the Dashboard - Ticket Closure Report: