This article is a tutorial on how to automatically set tickets to solved, if you do not hear back from the user after a few days. It is possible to automate the process of solving tickets with automations.
The workflow includes the steps below.
Step 1: Create an 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
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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.
You can optimize your conditions by adding tags or groups, and target specific tickets.
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Ticket: Ticket status | Is | Pending
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Under Perform these actions, add the actions below.
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Ticket: Add tags |
ticket_solver
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Notifications: User email | (requester and CCs) > add an email subject and body. This action will notify your users of the ticket closure.
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Ticket: Ticket status | Solved
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Ticket: Add tags |
Step 2: Create a view to ensure tickets are being solved
- Create a ticket view.
-
Click Add condition and select the option below.
- Ticket: Tags | Contains at least one of the following |
ticket_solver
- Ticket: Status | Is not | New
- Ticket: Tags | Contains at least one of the following |
Where you usually see your tickets, that view will display tickets that are solved and tagged with ticket_solver
. The purpose of that tag is to find your tickets in this view.
Note: In accounts with custom ticket statuses deactivated, use the condition Ticket: Hours since pending | Greater than | 48.
For more details about automations, see the article: About automations and how they work.