Aurora: Enable members to close their own support cases from the community

Sometimes, your Support team may solve a customer’s case but not know it because the customer neglected or forgot to respond back on the ticket. As a result, the case may stay open longer than needed. One way to prevent this from happening is to enable customers to close their own cases directly from your community’s Case Portal where they received the response that solved their problem.

From the community Case Portal, members with Allow members to close their own support cases from the Case Portal permission can close their own support cases.

Note: To have the Close Case option enabled for your Community, open a Support ticket.

Set up Close Case form field options

To enable members to close their own community cases, admins must set up Close case form fields. 

Note: The Close Case option is not available for members if none of these fields are defined.

To define Close Case form fields:

1. Sign in to the community as an Admin.
2. Open the Account menu and click Settings.
3. In Case Portal Integration, go to Close case settings and click Edit.
   The Edit window opens.
   
4. In the Close case form status field option, enter a comma-separated list of values for the Close As status field. These entries must match entries in your CRM. For example, “Resolved,” “Updated,” or “Declined.”
5. In the Close case form comment field option, enter a comma-separated list of values for the Comment status field. These values can be anything you want to reflect close reasons you want to measure; for example, “Found my answer” or “Agent fixed my issue.”
6. Click Save.

Close your own case from the Case Portal

1. Open the Account menu and click My Support Cases. Note that you must have Read and reply to own support cases permission to view this option.
   The Case Portal page opens.
2. To go to the case you want to close, click the Title of the case.
   

   The case details page opens.
   
   

3. Click Settings > Close Case.
4. Select the appropriate Status and Close Comments options (defined in the Case Close settings) and click Close.