---
title: Close a case from a knowledge article recommended in an Auto-Responder notification
description: View knowledge articles included in the email notification sent by the Auto-Responder feature for a customer service case and close the case from within a helpful knowledge article.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/close-case-auto-responder.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Use Auto-Responder for case deflection, Customer communication, Use, Customer Service Management]
---

# Close a case from a knowledge article recommended in an Auto-Responder notification

View knowledge articles included in the email notification sent by the Auto-Responder feature for a customer service case and close the case from within a helpful knowledge article.

## Before you begin

Role required: snc\_external role or watchlist users associated with the customer service case

Log in to your portal containing the case.

## About this task

By default, the Auto-Responder feature sends knowledge articles as helpful content to solve a customer service case submitted using an email.

## Procedure

1.  Open the knowledge article link from the email notification sent by Auto-Responder.

2.  Read the knowledge article to see whether it resolves a case.

3.  If the knowledge article provides a solution, in the Related Case section of the article, click **Close Case**.

4.  In the message window that appears, click **Close Case**.


## Result

An information message about the case being closed appears. If any case was closed by using a knowledge article link accessed from an Auto-Responder email notification, a **View Case** button appears in that article. Click the button to view the details of the case that was closed.