Closing is the last step, and it is one of the places you can lose points, so the dialog is built to tell you which situation you are in before you commit.
Close a resolved ticket
- Open the ticket. A banner reads Solution complete and Review the work, then close the ticket.
- Select Close Ticket.
- Optionally write into Resolution Notes. The field is labelled (optional) and holds up to 600 characters.
- Select Close Ticket in the dialog.
You get a confirmation with the points you earned, and the ticket moves to Past Tickets.
Read the button before you click it
The primary button changes label depending on the state of the ticket. It is the fastest way to tell whether you are about to be paid or charged.
| Button reads | What it means |
|---|---|
| Close Ticket | The ticket is resolved, so closing pays out its points. This label also appears on a ticket you escalated, where the points were already settled at the point of escalation. |
| Close & Claim Points | Your fix has landed but the ticket has not caught up yet. Closing pays out. The dialog reads You fixed this. Close to claim your {n} points. |
| Close Anyway | The ticket is not resolved. Closing costs you points. |
Closing an unresolved ticket
If the ticket is not resolved, the dialog says so before you commit: This ticket isn’t resolved. Closing costs followed by the exact number of points.
The charge is half the ticket’s own point value, rounded up, with a minimum of 5 points. A 30-point ticket costs 15. A 6-point ticket costs 5, because of the floor.
Underneath, a panel headed To resolve it, the ticket still needs: lists what is actually missing. If you believed the ticket was finished, that list is the thing to read: it usually names a step you have not done yet, such as confirming the fix with the user.
Closing is not reversible. If the list shows work you can still do, cancel, do it, and come back.
Resolution notes
Notes are optional and are never required to close. They are stored with the closed ticket and shown back to you under Your Resolution Notes in Past Tickets, so they are worth writing if you want to compare your reasoning with the model answer later.
The field stops accepting input at 600 characters.
After closing
The ticket appears in Past Tickets in the profile menu, together with the Correct Solution Steps, Why This Works and Key Takeaways for that ticket type. See Review your past tickets.