Question
Can I automatically set tickets to solved if I do not hear back from the user after a few days?
Answer
It is possible to automate the process of solving tickets with automations.
To create this automation
- Create a new automation.
- Under Meet all of the following conditions, add the below conditions.
-
Ticket: Ticket status | Is | Pending
This condition makes sure only the tickets marked as pending are checked. - Ticket: Hours since update | Greater than | 48
-
Ticket: Hours since status category pending | Greater than | 48
The Hours since update condition starts counting from the last update in the ticket. The Hours since status category pending condition targets tickets in a default or custom pending status that are in this state for more than two days. -
Ticket: Tags | Contains none of the following | ticket_solver
The automation should run once in a ticket. The Ticket: Tags condition guarantees the same ticket won't be further updated by the same automation.
-
Ticket: Ticket status | Is | Pending
- Under Perform these actions, add the actions below.
- Ticket: Add tags | ticket_solver
- Ticket: Ticket status | Solved
Note: In the automation setup above, the conditions and actions are specific to an account with custom ticket statuses enabled. In an account without custom ticket statuses enabled, use the ticket status conditions Ticket: status | Is | Pending and Ticket: Hours since pending | Greater than | 48.
For more details about automations, see the article: About automations and how they work.