What is Auto-Close-Off
Auto-Close-Off is a default feature for the Helpdesk whenever an employee (ticket issuer) has not respond to the Helpdesk Agent message.
What's the duration for the Auto-Close off feature?
It is set as 72 hours by default. Admin is not able to make any changes to this setting to reduce or increase the duration for auto-close-off.
How to Trigger Auto-Close-Off for Helpdesk Ticket?
To trigger the auto-close-off feature, the ticket must meet the below ALL scenarios. Please note that Auto-Close-Off is not a feature that can be turned off by Admin.
Criteria 1:
Auto-close-off feature will be triggered upon when the Agent reply to the ticket, andnd there is no respond from the employee (ticket issuer). Example like below:
- Agent must accept the ticket, and reply to the ticket. This will trigger auto-close-off.
- If the ticket issuer (employee) replies to Agent, the auto close off will turned off.
- If the Agent again replies to the ticket, the auto-close-off time will be triggered again. Please note that the auto-close-off time will always reset based on the time that the LAST respond from the Agent. It is not following the first response from Agent.
Criteria 2:
- It must be the assigned Helpdesk Agent accept & reply to the ticket.
- Assigned Helpdesk agent can be set at Helpdesk > Setting > Sub-Category > Level 1/ Level 2/Person Incharge
