Disable “Close Case” Permission by Role

Overview

Administrators can now control whether specific user roles have permission to close cases. This provides more control over case lifecycle management and helps enforce internal processes.

Why This Matters

Disabling the ability to close cases can help you:

• Prevent premature case closure

• Require QA or tier escalation before resolution

• Maintain compliance standards

• Standardize resolution workflows

How to Configure

1. Navigate to Admin

2. Select Roles

3. Choose the role you want to edit

4. Locate the Case tab

5. Disable the “Ability to close cases” permission

6. Click Save

Users assigned to that role will no longer see the option to close cases.

Best Practice

Many organizations restrict case closure to senior agents or supervisors to ensure quality control and resolution accuracy.