Automatic Close Tickets – SupportCandy https://supportcandy.net The most reliable customer support plugin and ticket system for WordPress Tue, 31 Dec 2024 12:12:13 +0000 en-US hourly 1 https://wordpress.org/?v=7.0 https://supportcandy.net/wp-content/uploads/2022/07/cropped-logo-32x32.png Automatic Close Tickets – SupportCandy https://supportcandy.net 32 32 General settings https://supportcandy.net/docs/general-settings-5/ Fri, 29 Jul 2022 08:43:57 +0000 https://supportcandy.net/?post_type=docs&p=286432

Support → Settings → Automatic Close Tickets 

The automatic Close Ticket add-on helps you to close abandoned tickets after defined days. For example, you may need to close the tickets after 10 days whose status is “Awaiting Customer Reply”. This add-on helps you to get rid of inactive tickets.

This add-on not only closes the tickets but sends an email notification before closing the tickets. This will make your workflow more organized by closing the abandoned tickets as well as helps to increase customer engagement by sending reminder before closing the tickets.

Ticket status to check for auto-close

Insert the ticket statuses to check for auto-close. Tickets belonging to these statuses will be auto-closed after the defined time period.

Age (days)

Set the number of days of inactivity after which tickets should be closed.

Close status

This status will be assigned to the tickets which are closed by the automatic closed ticket add-on. The system will check for close statuses and assign the chosen status on the completion of the defined period.

You can add options for the close statuses from the Support → Ticket List → More Settings → Advanced.

]]> Email notification templates https://supportcandy.net/docs/email-notification-templates/ Fri, 29 Jul 2022 08:44:15 +0000 https://supportcandy.net/?post_type=docs&p=286434

Support → Email Notifications → Automatic Close Tickets

It’s important to notify customers before closing the abandoned tickets. This is the email notification that will be sent to customers before closing the ticket.

This notification reminds the customer about inactive tickets and eventually increases customer engagement. You can set more than one notification if needed. If the customer responds to the ticket then that ticket will not be considered for auto close.

Title

Give a suitable title for the email notification.

Days Before Closing

Define the number of days on which the email notification will be sent to the customer before closing the ticket.

Subject

Give a suitable subject for the email notification.

Body

You can create a customized email notification with the help of macros. Macros are available for the default and custom fields like customer name, subject, category, ticket history and etc.

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