Why do associated conversations stay open when tickets are closed?
Why do associated conversations stay open when tickets are closed?
Hello @GMarkham thank you for posting in our Community!
I would recommend a workflow to close the tickets.
For example: You would first need to move the ticket into a "waiting state" using a waiting-for-reply ticket phase for example, and use the property: Last customer reply date.
You can automate this change of status by initiating a workflow as soon as the property:" Last response date -> The date of the last response from an agent or bot" is known, then move the ticket to the waiting stage.
Your main workflow of closing will then be able to use the following enrolment criteria :
- Ticket status is any of the Waiting on contact stage (Support Pipeline)
and - The last customer reply date was more than 4 days ago
I hope this helps,
Pam
 | Você sabia que a Comunidade está disponível em outros idiomas? Participe de conversas regionais, alterando suas configurações de idioma ! Did you know that the Community is available in other languages? Join regional conversations by changing your language settings ! |
