topic Re: Ticket status keep changing in Tickets & Conversations

Ticket status keep changing

TDokov — Thu, 26 Jan 2023 16:23:01 GMT

Good afternoon,

We have trouble with 3 tickets all by the same customer.

The ticket status is keep changing every few days. Please see below:

Just wondering why that could be? The workflow works great with the rest of the tickets. The issue is ongoing since 19th of December.

Re: Ticket status keep changing

PamCotton — Thu, 26 Jan 2023 22:45:15 GMT

Hello, @TDokov thank you for posting in our Community! According to the article related to ticket automation, you can turn off ticket status updates this way. Are you noticing this change only with this specific contact? Is there a new automation in place? The more information, screenshots, and details you can provide, the better I can advise on the next steps.

Thank you,

Pam

Re: Ticket status keep changing

TDokov — Fri, 27 Jan 2023 16:35:32 GMT

Good afternoon,

We do not want to turn off the ticket status update as it's working just fine for all other tickets/customers. The issue that we have is just with this customer. There is automation created, yes: Every response to customer is changing the tichet status to "Resolved". 24 hours later if there is no furhter comunication the ticket status is changing from "Resolved" to "Closed". No new automations have been created.

Many thanks,