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How I can close ticket if no response in 7 days and reopen closed ticket if replied within 7 day

Mahesh Yadav
Mahesh Yadav
Contributor
October 20, 2024

Hi Team,

 

How I can close ticket if no response in 7 days and reopen closed ticket if replied within 7 day.

Please support anyone on priority, i tried but still not happening.

Regards

Mahesh Yadav

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David Friedrich
David Friedrich
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October 20, 2024

Hi @Mahesh Yadav , welcome to the community.

I'm using SLAs for that. Once ticket is resolved 'Time to close' SLA starts. When it has counted down (breached) an automation closes the ticket. If customer replies while SLA is still running, ticket is transitioned to 'reopen' status and SLA is stopped.

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