"Last Reply" date/time changes when replies are added through Escalation

[joedavis]

Is there a way to not change "Last Reply" date/time when replies are added through Escalation rules?

We have two rules for when customers don't respond to tickets. The first rule triggers after 4 days since the last reply and it adds a response to the ticket reminding the customer we're waiting on them. The second rule is supposed to trigger after 7 days and it should add a response telling the customer we're closing the ticket automatically.

The problem is WHMCS is updating the timestamp for the Last Reply when the first rule adds a reply. This means the second rule is never triggered so the ticket is never automatically closed.

Is there some way to tell the escalation rules not to update the timestamp when the rules are sending responses?

Thank you,
Joe

[Damo]

Could you change the second rule to be 12 days instead of 7? 

[joedavis]

On 6/5/2024 at 7:40 AM, Damo said:

Could you change the second rule to be 12 days instead of 7? 

The problem is that the last reply date is changed when the system adds a response meaning that the second rule is never hit because no ticket ever has a last reply date > 4 days.

WHMCS Support suggested that we update the ticket status to a new status of "close pending" and then setup our second rule to apply to those tickets with "close pending" status and 3 days since the last reply (which would be the response added by the first rule). We're going to set that up today. Seems like it will work fine.

Thanks,
Joe