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Former Member

Can the customer set a ticket status as complete? (C4C)

Hi

Is it possible to configure the C4C system so that the customer can set the ticket as complete or closed?

In the admin guide it says the following :

"At the end of the service process, the ticket is completed by the agent, and in some cases may allow the customer to confirm that the issue really has been resolved."

Here it says the system may in some cases allow the customer to confirm that the issue has been resolved. Is there more information to elaborate on this?

Link to the quote in the admin guide -https://uacp2.hana.ondemand.com/viewer/cea15f900ca04c4faa35d3044577fe27/1611/en-US/186fd21e763d1014a10ee3f7660d2c07.html

Regards

Ray

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1 Answer

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    Former Member
    Nov 22, 2016 at 11:32 PM

    Hi Ray,

    It depends on which channel you are using to communicate with customers.

    If customers have access to a self-service portal, you can build the self-service UI so that the customer is able to see and update the ticket status. Our ODATA webservices support the scenario, so this would be simple front-end work.

    When using all other channels, only the agent can set the ticket to Complete.

    Kind regards,
    Gab

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    • Hi Gabriele,

      At my company we're creating Tickets from a Customer Portal and these are created with channel "internet" in C4C. We use a SOAP call ManageServiceRequestIn to create and update Tickets from our customer portal. Is it also possible to have the customer close his ticket from the portal using this call because we get the error message "Please send a reply to the requester before completing the ticket".

      Best regards,

      Marius