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.

To create the trigger:

1. In Admin Center, click Objects and rules 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)
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 your help center.

To remove article suggestions:

1. In Admin Center, click Channels 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).