We are a small organisation, but we get a lot of email contact and tickets getting created. What I am looking for is a way for the system to automatically close a ticket that has been sitting in a certain status for too long.
We reply to the customer with the information they asked for. The ticket goes into a status "Waiting Customer" then if the customer does nothing - after 5 days it closes automatically and sends them a notice.
Can this be done? We have tickets piling up that have not been looked at for months.
Ok, thanks. We want a ticket that is set to RESOLVED to automatically move to CLOSED in 48 hours of inactivity. I do not see Supervisor options but perhaps it's because we are currently on a free account?
11 months ago
See attached example (hours need changing). I don't know if this is possible when you are on Sprout plan. I thought it was, but maybe not.