Automatically close ticket from chat conversation in Agent Workspace | Community
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Automatically close ticket from chat conversation in Agent Workspace

  • January 17, 2022
  • 3 replies
  • 0 views
S

Hello, when the Customer starts a chat conversation and our Team Member responds to this, a new open ticket is created in Agent Workspace. But it needs to be manually closed.

I am wondering if there is any solution to automatically close open tickets after the chat conversation is ended.

      3 replies

      Cheeny
      • Cheeny
      • January 23, 2022
      Hi Slawomir, 

      You can create an automation to close your chat tickets. You can create one that will run every hour to solve tickets from chat that are open for a specific time. More information can be found here: About automation and how they work

      Unfortunately, there is no option yet to auto solved tickets once the conversation ended. However, we understand your need for this functionality so I am marking this comment as product feedback 
      V
      • ViQueen
      • October 2, 2023

      Hello Cheeny,

      please let us know, how to set this automation, step by step - are you able to do this?

      C
      Hi VikingCo Poland sp. z o.o.,
       
      Here's a sample trigger that you can use as a reference:

      This trigger will instantly change the ticket status to closed and set the ticket tag to done whenever a ticket is submitted as solved with the close tag added to the ticket. Feel free to configure the conditions and action to this trigger based on your workflow/business needs, you can just use this as guidance to automate the process.
       
      See Trigger conditions and actions reference for more details!


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