Hello,
When I set a ticket to resolved, it should automatically switch to the closed status after a defined time period. Where can I set this time period? Can I also attach a notification email to the client about this status change? I am using version 1.17.5.
Thank you in advance for your advice.
Andrej
Hi Kevin, Happy New Year,
I'll try to clarify it as I understand it; please correct me where I'm wrong. We have the following states: open, closed, deleted. Each basic state is linked to various statuses (for example, we have status/state combinations like: answered/open, overdue/open, resolved/closed, closed/closed, etc.). If an agent resolves a ticket, they switch it from open to closed and set its status to resolved (in the closed state). As long as the user does not reopen the ticket, the status should automatically change from resolved (in the closed state) to closed (in the closed state) after a specified amount of time.
My question is: where is this functionality configured, and where can we set the specified time for this automatic change (from resolved/closed to closed/closed)?
Thank you in advance for your answer,
Andrej
There is no way to automatically change the status of a Ticket at this time. Agents must manually change Ticket Statuses.
Cheers.
thanks,
A
