The support team may close a case without providing a solution if it is identified as a duplicate. A case is considered duplicate when an existing ticket already addresses the same issue. This can happen for several reasons.
A customer accidentally creates two cases for the same issue. In this scenario, the support team closes the second case and adds the case owner as a collaborator on the original.
A customer raises a new case to escalate an existing one. In this instance, the escalation procedure should be followed.
A case has been marked as resolved, but the customer opens a new case to continue the investigation instead of reopening the original.
In all such cases, the support team closes the duplicate and continues to provide updates via the original ticket.