Check if ticket is closed before updating to No-Response status.
complete
Jason Langenauer
At the moment, TimeZest doesn't check if a ticket is open or closed before updating to the configured no-response status, which can lead to abandoned or closed tickets being reopened.
TimeZest should check tickets, and only update the status if the ticket is still open when the configured no-response time has passed.
Log In
Jason Casuga
complete
J
Josh Upton
+1 for this, we keep finding tickets re-raising a day or two later after being resolved when the client hasn't organised a session.
Jason Langenauer
Josh Upton: You can do this with TimeZest at the moment. It's been such a common request that we've put together a help center article for it: https://help.timezest.com/en/articles/6649729-tutorial-skipping-status-updates-on-closed-tickets
R
Rob Calvert
yes please!