Workflow: Prevent customers from solving their tickets from autoreplies

When you use autoreplies with articles (Legacy), customers can solve tickets from the web form or article suggestions. Use this workflow to stop end users who try to solve tickets.

This workflow includes these options:

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

Option 1: Create a trigger to automatically reopen tickets

Create a trigger to reopen tickets that end users mark as solved. This trigger relies on the legacy functionality that adds the tag ar_marked_helpful to a ticket when a user or their autoreply marks a suggestion as helpful. This process is described in Best practices: Tracking autoreply usage with triggers, views, and workflows (Legacy).

To create the trigger:

1. In Admin Center, click the Objects and rules icon in the sidebar, then select Triggers
2. Click Create trigger
3. Name the trigger, then add a Category
4. Under Conditions, add these options:
   • Ticket > Status category | Changed to | Solved
   • Ticket details > Current user | Is | (end-user)
   • Ticket > Tags | Contains at least one of the following | ar_marked_helpful
5. Under Actions, select: Ticket > Status category | Open
6. Click Create trigger

Option 2: Remove article suggestions

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

To remove article suggestions:

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

For more information, see Viewing and managing your autoreply settings (Legacy).