Close a case from the Customer Service Portal

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Customers and consumers can close cases from the Customer and Consumer Service Portals.

    Before you begin

    Role required: sn_customerservice.customer, sn_customerservice.consumer

    About this task

    This feature is available for the Customer Service Portal (B2B) for product and order cases and for the Consumer Service Portal (B2C).

    The Close Case button is not available for cases in the Resolved or Closed states.

    Procedure

    1. Click Cases in the portal header to open the Case list.
    2. Open the desired case.
    3. In the Actions section, click Close Case.
    4. In the confirmation pop-up window, click Close Case.
      When a case is closed from the portal:
      • The case status in the Case details section is updated to Closed.
        Note:
        You cannot add comments after the case is closed. You can only view the previous comments in the activity stream.
      • The case additional comments and resolution notes are updated with Closed by customer.
      • The case resolution code is set to Solved by customer
      • A message at the top of the portal confirms that the case has been closed.
      • The system displays a customer satisfaction survey.
    5. Complete the customer satisfaction survey.
      You can also choose to skip the survey. Either choice returns you to the case list on the portal.