diff --git a/desk/src/App.vue b/desk/src/App.vue
index 37c20a52a..a56b0e0e1 100644
--- a/desk/src/App.vue
+++ b/desk/src/App.vue
@@ -2,16 +2,17 @@
   <RouterView class="antialiased" />
   <Toasts />
   <KeymapDialog />
+  <Dialogs />
 </template>
 
 <script setup lang="ts">
-import { provide, ref, onMounted, onUnmounted } from "vue";
+import { onMounted, onUnmounted } from "vue";
 import { Toasts } from "frappe-ui";
 import { createToast } from "@/utils";
 import { useConfigStore } from "@/stores/config";
 import KeymapDialog from "@/pages/KeymapDialog.vue";
-import { stopSession } from "@/telemetry";
-import { init as initTelemetry } from "@/telemetry";
+import { init as initTelemetry, stopSession } from "@/telemetry";
+import { Dialogs } from "frappe-ui";
 useConfigStore();
 
 onMounted(async () => {
diff --git a/desk/src/pages/TicketCustomer.vue b/desk/src/pages/TicketCustomer.vue
index 35d14f305..e61d96cac 100644
--- a/desk/src/pages/TicketCustomer.vue
+++ b/desk/src/pages/TicketCustomer.vue
@@ -6,7 +6,7 @@
       </template>
       <template #right-header>
         <Button
-          v-if="showResolveButton"
+          v-if="ticket.data.status !== 'Closed'"
           label="Close"
           theme="gray"
           variant="solid"
@@ -70,6 +70,8 @@ import { createToast } from "@/utils";
 import { LayoutHeader } from "@/components";
 import TicketCustomerSidebar from "@/components/ticket/TicketCustomerSidebar.vue";
 import { useScreenSize } from "@/composables/screen";
+import { useConfigStore } from "@/stores/config";
+import { confirmDialog } from "frappe-ui";
 interface P {
   ticketId: string;
 }
@@ -126,10 +128,22 @@ function handleClose() {
   if (showFeedback.value) {
     showFeedbackDialog.value = true;
   } else {
-    setValue.submit({ fieldname: "status", value: "Closed" });
+    showConfirmationDialog();
   }
 }
 
+function showConfirmationDialog() {
+  confirmDialog({
+    title: "Close Ticket",
+    message: "Are you sure you want to close this ticket?",
+    onConfirm: ({ hideDialog }: { hideDialog: Function }) => {
+      ticket.data.status = "Closed";
+      setValue.submit({ fieldname: "status", value: "Closed" });
+      hideDialog();
+    },
+  });
+}
+
 const setValue = createResource({
   url: "frappe.client.set_value",
   debounce: 300,
@@ -157,21 +171,14 @@ const breadcrumbs = computed(() => {
   return items;
 });
 
-const showReopenButton = computed(
-  () => ticket.data.status === "Resolved" && !ticket.data.feedback
-);
-const showResolveButton = computed(() =>
-  ["Open", "Replied"].includes(ticket.data.status)
-);
-
 const showEditor = computed(() => ticket.data.status !== "Closed");
 
 // this handles whether the ticket was raised and then was closed without any reply from the agent.
+const { isFeedbackMandatory } = useConfigStore();
 const showFeedback = computed(() => {
-  return ticket.data?.communications?.some((c) => {
-    if (c.sender !== ticket.data.raised_by) {
-      return true;
-    }
-  });
+  const hasAgentCommunication = ticket.data?.communications?.some(
+    (c) => c.sender !== ticket.data.raised_by
+  );
+  return hasAgentCommunication && isFeedbackMandatory;
 });
 </script>
diff --git a/desk/src/stores/config.ts b/desk/src/stores/config.ts
index 83b557bc4..f2c9064ef 100644
--- a/desk/src/stores/config.ts
+++ b/desk/src/stores/config.ts
@@ -20,6 +20,9 @@ export const useConfigStore = defineStore("config", () => {
   const preferKnowledgeBase = computed(
     () => !!parseInt(config.value.prefer_knowledge_base)
   );
+  const isFeedbackMandatory = computed(
+    () => !!parseInt(config.value.is_feedback_mandatory)
+  );
 
   socket.on("helpdesk:settings-updated", () => configRes.reload());
 
@@ -29,5 +32,6 @@ export const useConfigStore = defineStore("config", () => {
     preferKnowledgeBase,
     isSetupComplete,
     skipEmailWorkflow,
+    isFeedbackMandatory,
   };
 });
diff --git a/helpdesk/api/config.py b/helpdesk/api/config.py
index 1772ccf88..a431ea1df 100644
--- a/helpdesk/api/config.py
+++ b/helpdesk/api/config.py
@@ -8,6 +8,7 @@ def get_config():
         "prefer_knowledge_base",
         "setup_complete",
         "skip_email_workflow",
+        "is_feedback_mandatory",
     ]
     res = frappe.get_value(doctype="HD Settings", fieldname=fields, as_dict=True)
     return res
diff --git a/helpdesk/helpdesk/doctype/hd_settings/hd_settings.json b/helpdesk/helpdesk/doctype/hd_settings/hd_settings.json
index 908fddf18..5bf9407ef 100644
--- a/helpdesk/helpdesk/doctype/hd_settings/hd_settings.json
+++ b/helpdesk/helpdesk/doctype/hd_settings/hd_settings.json
@@ -28,6 +28,8 @@
   "column_break_zxek",
   "ticket_restrictions_section",
   "allow_anyone_to_create_tickets",
+  "feedback_section",
+  "is_feedback_mandatory",
   "section_break_duow",
   "auto_update_status",
   "workflow_tab",
@@ -307,11 +309,23 @@
    "fieldname": "auto_update_status",
    "fieldtype": "Check",
    "label": "Auto Update Status"
+  },
+  {
+   "fieldname": "feedback_section",
+   "fieldtype": "Section Break",
+   "label": "Feedback"
+  },
+  {
+   "default": "0",
+   "description": "If enabled, the feedback dialog will be shown, when a user tries to close a ticket. \nNote: User can't close a ticket without giving a feedback.",
+   "fieldname": "is_feedback_mandatory",
+   "fieldtype": "Check",
+   "label": "Make Feedback Mandatory"
   }
  ],
  "issingle": 1,
  "links": [],
- "modified": "2024-11-22 16:50:02.831137",
+ "modified": "2024-11-22 17:25:40.112881",
  "modified_by": "Administrator",
  "module": "Helpdesk",
  "name": "HD Settings",