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
