Automatically close ticket from chat conversation in Agent Workspace
Hello, when the Customer starts a chat conversation and our Team Member responds to this, a new open ticket is created in Agent Workspace. But it needs to be manually closed.
I am wondering if there is any solution to automatically close open tickets after the chat conversation is ended.
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Hi Slawomir,
You can create an automation to close your chat tickets. You can create one that will run every hour to solve tickets from chat that are open for a specific time. More information can be found here: About automation and how they work
Unfortunately, there is no option yet to auto solved tickets once the conversation ended. However, we understand your need for this functionality so I am marking this comment as product feedback -
Hello Cheeny,
please let us know, how to set this automation, step by step - are you able to do this?
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Hi VikingCo Poland sp. z o.o.,
Here's a sample trigger that you can use as a reference:
This trigger will instantly change the ticket status to closed and set the ticket tag todonewhenever a ticket is submitted as solved with the close tag added to the ticket. Feel free to configure the conditions and action to this trigger based on your workflow/business needs, you can just use this as guidance to automate the process.
See Trigger conditions and actions reference for more details!
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