Improve Closed Status Automation and Extend Ticket Closing Beyond 28 Days

3 Comments

  • Tommy

    There is a workaround, actually. 
    We use automation to reopen tickets every 25 days (it also adds a specific tag) and trigger to solve this reopen ticket (it identifies by an added tag) and remove tag

    This way ticket stays Solved

    -2
  • Lou
    Community Moderator
    The Product Manager Whisperer - 2022

    You should be able to modify the automation. Look at a closed ticket's events and see which automation is closing it and change the number of days.

    1
  • Florian

    We also need more than 28 days due to official regulations and being able to review tickets before they're closed. Furthermore we need to the possibility run some further actions with the automation that closes the tickets.

    Zendesk should increase the time at least to 60 days instead of 28 days.

    1

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