Right now the only way to end a ticket is "Resolved," which the customer effectively reads as resolved. But not every ticket ends in a resolution — some are withdrawn by the customer, turn out to be duplicates, are out of scope, or end in a won't-fix decision. Closing those with the same state as genuinely solved tickets misrepresents the outcome and gives the customer the impression we resolved something we didn't.
Request: a distinct "Canceled" terminal state that closes the ticket without implying resolution, with its own customer-facing label (e.g. customer sees "Canceled").
Why it matters:
- Accurate customer communication — the closing state should reflect what actually happened, not default to "resolved" for everything.
- Cleaner reporting — being able to separate resolved from canceled tickets gives a truer picture of resolution rate and support quality. Today both collapse into one bucket.
- Team clarity — agents can close non-resolvable tickets honestly instead of stretching the definition of "resolved."