pKris Posted March 9, 2018 Share Posted March 9, 2018 I've just set up escalation notices so that 48 hours before a ticket auto-closes due to inactivity, it notifies the customer that if they don't reply within 48 hours it'll be closed. My question is that does this reply from "System" via the escalation notice count as activity from a ticket standpoint, therefore, will the ticket never actually be closed? Link to comment Share on other sites More sharing options...
twhiting9275 Posted March 9, 2018 Share Posted March 9, 2018 (edited) If you have the response added to the ticket, then I'd say yes. If you have the response directly mailed to the customer, then probably not. Edited March 9, 2018 by twhiting9275 Link to comment Share on other sites More sharing options...
pKris Posted March 9, 2018 Author Share Posted March 9, 2018 Thanks twhiting9275. Is there a way to notify users of a pending ticket closure automatically without the use of escalation rules, then? Link to comment Share on other sites More sharing options...
twhiting9275 Posted March 9, 2018 Share Posted March 9, 2018 Automatically? I'd say no. You could use a hook to put something together, but then you'd run the risk of spamming that someone every few minutes, so that's not a good idea either. Link to comment Share on other sites More sharing options...
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