Resolve a Case

What to do when a Case has been completed.

Last Updated: July 8, 2022

What's in this article?

Case Resolution

If you no longer need to update a Case, you can manually resolve it. Resolved Cases can always be reopened if needed. A Case that is in Resolved status will automatically reopen and change back to Ready status if there is an active communication thread attached to the Case (e.g. email, chat, etc.) and a new message gets sent to the Case. If a Customer ends a chat case, it will automatically move to Resolved status. The Case will move to Closed status if the Customer also leaves a star rating on the chat Case. Cases in Closed status will close any communication threads attached to the Case. So if a new message gets sent to a Case that is in Closed status, a new Case will be created. Cases in Resolved status will automatically move to Closed status after 2 weeks. When a Case with an active communication thread attached to it is moved to Closed status, a transcript of the messages will be added to the Files tab in the Case panel. 


Resolution Status

You can select a Resolution Status when you resolve a Case. This will determine the status of the Case itself.

  • Not Set - This will leave the case open and in Ready status
  • Completed - This will move the Case from Ready to Resolved status. This is the default status when you click the Resolve button.
  • Canceled - This will move the Case from Ready to Cancelled status.
  • Unresolved - This will move the Case from Ready to Resolved status. 



Resolve a Case

It's easy to resolve a Case in the CX Manager. Let's learn how!


  1. Access the Case you wish to resolve. You can find Cases using the Site Search bar at the top or the individual search bar in the Cases view.
    screenshot of the cases view with search results
  2. In the Case panel, click the Resolve button.
    screenshot of case panel with the resolve button highlighted
  3. You will be able to update any of the standard Case details if you need to. You can also select the Resolution Status and add any notes regarding why you are resolving the Case.  When you are done, click the Save button. 
    screenshot of the case panel with the save button highlighted
  4. The Case has been resolved! If you need to reopen a resolved Case, simply click on the Reopen button at the bottom of the Case panel.
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