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How to Use a Time Trigger to Automatically Solve a Ticket
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You can use the time trigger to automatically solve a ticket after a certain number of days if the requester has not responded to the agent’s response.
Check out this video tutorial for more details.
Create a time trigger rule
Follow the given steps to create a time trigger rule,
- Select the Admin module in the left menu.
- Choose Time Triggers from the Ticket Automation menu.
- Click Add Rule on the top palette.
- Enter the Rule Name and Description on the create rule screen.
- Choose any business hours or calendar hours to be considered for the rule.
- Select the conditions to determine the tickets to which the rule will be applied. Use these conditions to automatically solve tickets that are in waiting for customer response status for a certain number of hours:
Status is Waiting for Customer &
Hours since Waiting for Customer - Greater than Equal to - n-hours - Proceed and select action: Set Status as Solved and save the rule
Check summary on the below screenshot.
- The ticket will be marked as ‘Solved’ after staying in the ‘Waiting for Customer’ status for a set number of hours, based on the selected operational hours. For example, in calendar hours, 168 hours means 7 full days.
- Time-based triggers run only on tickets updated in the last 30 days. Older tickets won’t be affected.
Event that Trigger Email Notification for Resolved Tickets
To ensure users receive email notifications when a ticket is marked as ‘Solved’, enable the Ticket Solved event for the contact.
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How to Use a Time Trigger to Automatically Close a Ticket
