Auto close for ticket where no reponse is received fromt the requester
plcadmin 7 years ago • updated by tyrone wyatt 7 years ago • 1
A feature that would allow the auto closing of tickets after a preset time when no response is received from the requester would enable the automatic management of tickets waiting for input.
This would be used where a question has been asked by the technician to the requester to complete an action and comment or where input on the current status has been requested. I have situations where a requester will never reply and the tickets have to be manually cleaned up on regular basis.
Companies such as Google Support use this type of feature as a standard part of the ticket handling.
Customer support service by UserEcho
Thia is already a feature. Have a look in Administration > editities > assistance and option auto close solved ticket after x days.
If you get an email reply/follow up before the tickets closed then it will change from solved to processing