---
title: Close a case from the Customer Service Portal
description: Customers and consumers can close cases from the Customer and Consumer Service Portals.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/customer-close-case-from-portal.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Use Customer Service Portal, Customer communication, Use, Customer Service Management]
---

# Close a case from the Customer Service Portal

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.  Select **Cases** in the portal header to open the Case list.

2.  Open the desired case.

3.  In the Actions section, select **Close Case**.

4.  In the confirmation pop-up window, select **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.


**Related topics**  


[View or modify a case from the Customer Service Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/t_ViewOrModCaseFromCustSlfServPrt.md)

[Complete a customer service satisfaction survey](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/t_ComACustServSatSurvey.md)