Resolve a topic

Zulip's topics are very helpful for customer support, answering questions, investigating issues and production errors, as well as other workflows. Resolving topics makes it easy to track the status of each question, investigation, or notification.

Marking a topic as resolved:

• Puts a ✔ at the beginning of the topic name, e.g., example topic becomes ✔ example topic.
• Triggers an automated notice from the notification bot indicating that you resolved the topic. Users can configure whether these notices are automatically marked as read.
• Changes whether the topic appears when using the is:resolved and -is:resolved search filters.

Marking a topic as unresolved removes the ✔ and also triggers an automated notice from the notification bot.

It's often helpful to define a policy for when to resolve topics that fits how topics are used in a given channel. Here are some common approaches for deciding when to mark a topic as resolved:

• Support: When the support interaction is complete. Resolving topics is particularly useful for internal support teams that might not need a dedicated support ticket tracker.
• Issues, errors and production incidents: When investigation or incident response is complete, and any follow-up work has been transferred to the appropriate tracker.
• Workflow management: When the work described in the topic is complete and any follow-ups have been transcribed.
• Answering questions: When the question has been fully answered, and follow-ups would be best discussed in a new topic.

Users can resolve and unresolve a topic if they have permission to edit topics. Organization administrators can configure who can edit topics.

Mark a topic as resolved

Mark a topic as unresolved

Marking a topic as unresolved normally triggers an automated notice from the notification bot. However, unresolving a topic right after you resolved it removes the original notice instead. This is helpful if you resolved a topic by accident.

Search for messages in unresolved topics

Search for messages in resolved topics

Details

• Resolving a topic works by moving the messages to a new topic.
• Like with all topic editing, Zulip clients update instantly, so human users will likely only send messages to the resolved topic.
• Integrations will usually send new messages to the original topic (example topic) after a topic is resolved. This is useful for alerting integrations, where a repeating alert might have a different cause. You can mark the topic resolved (as normal) once you've investigated the situation.
• Users can still send messages to a resolved topic; this is important for "thank you" messages and to discuss whether the topic was incorrectly marked as resolved.

Related articles

• Rename a topic
• Move content to another topic
• Restrict topic editing
• API documentation for resolving topics