Force-close a case

Force-close a resolved case to move it directly to Closed without waiting for the configured grace period to end.

For an overview of the case lifecycle, see Manage the case lifecycle.

Before you begin

Before force-closing a case:

• Confirm the case has been resolved.
• Ensure no further work is expected.
• Notify the employee, if appropriate, before closing the case.

Only Case Managers and Case Administrators can force-close cases.

Force-close a case

1. Open the resolved case.
2. In the message composer, select Send and close case.
3. Optionally include a final public update explaining that the case is being closed.
4. Send the message.

The case moves immediately from Resolved to Closed.

What happens next

After a case is force-closed:

• The employee can no longer reopen the case by replying.
• The case remains available for review and reporting.
• A Case Manager or Case Administrator may be able to reopen the case, depending on your organization's lifecycle settings.
• The case will eventually become finalized according to your organization's lifecycle configuration.

When to use force-close

Force-close a case when:

• The issue has been fully resolved.
• You don't want to wait for the normal grace period to expire.
• Your organization requires the case to be closed immediately for operational or reporting purposes.

Avoid force-closing a case if the employee is likely to provide additional information or continue the conversation.

Best practices

• Send a final update before closing the case.
• Confirm that all required work has been completed.
• Check that the case details are accurate before closing.
• Use the standard lifecycle whenever possible, and reserve force-close for exceptional situations.

Troubleshooting

Reference

• Audit history and AI evaluation traces