From the contact form and article suggestions, customers are able to solve their own tickets. This article provides steps to prevent end users from closing their tickets. 

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This workflow includes the options below.

  • Option 1: Create a trigger to automatically reopen tickets
  • Option 2: Remove article suggestions

Option 1: Create a trigger to automatically reopen tickets

You can create a trigger and automatically re-open tickets solved by your end users.

  • In Admin Center, click Objects and rules in the side bar > then select Triggers
  • Click Create trigger 
  • Name your trigger > add a Category
  • Under Conditions, add these options:
    • Status > Status category | Changed to | Solved
    • Ticket details > Current user | Is | (end-user)
      Trigger.png
  • Below Actions, select:
    • Ticket > Status category | Open 
    • Click Save
      Action.png

Option 2: Remove article suggestions

Another option is to remove article suggestions from your help center.

  1. In Admin Center, click Channels in the sidebar, then select Bots and automations > Bots
  2. Click Manage autoreplies
  3. Click the Web form tab
  4. Toggle off Web form channel enabled
    Setting.png

For more information, see this article: Using autoreplies to recommend articles in web forms.

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