Tickets Escalations: Automatically close tickets that receive no response

Discussion in 'Suggestions' started by Alfa1, Sep 4, 2015.

  1. Alfa1

    Alfa1 Active Member

    Pretty much any helpdesk software has the function to automatically close tickets after X days of no response. For example if a user starts a ticket, staff responds, but the ticket starter then never responds again. Such tickets should be automatically be closed after X days.
    It would be nice to send a few notifications to the ticket starter.
    Dadparvar and Freelancer like this.
  2. Alfa1

    Alfa1 Active Member

    How it works in Kayako is:
    The admin can add an escalation rule and then set various criteria that make the rule.
    If the rule is met then this will cause a change to the ticket: an escalation.

    • Inactivity by ticket starter for X hours/days
    • Closed for X hours/days
    • Status =
    • Status ≠
    • Type =
    • Type ≠
    • Priority =
    • Priority ≠
    • Category =
    • Category ≠
    • Owner =
    • Owner ≠
    • Usergroup =
    • Usergroup ≠
    • Ticket title contains:
    It would be useful to add user state to this so that we can treat tickets by discouraged users differently. (low priority)

    • Change Ticket status to: Open/Hold/Closed
    • Change Ticket priority to:
    • Send alert: Yes/No
    • Send email: Yes/No
    A common use for this is that after X days of no response by ticket starter, the ticket is closed. And X days after that the ticket is binned

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