Tickets Escalations: Automatically close tickets that receive no response

Alpha1 · Dec 28, 2016

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.

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.

Criteria:

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)

Actions:

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

Alpha1 · Mar 14, 2017

This feature is important to me, because we have a very large number of tickets. Without it, the ticket queue will include hundreds of open tickets that users do not reply to. It will be hard to find which ticket needs to be handled and which does not.

Naz · Mar 24, 2017

There is now an escalation system within Tickets 1.4.9.

Upon upgrading to this version, an example escalation will be created that closes tickets with no response after 7 days. This can be removed or edited but serves as an example of what can be done.

There are still some things I'm adding to this, i.e. triggering replies, alerts, emails but the initial stuff is all done.

Alpha1 · Jul 8, 2017

I would like to add the following escalations:

If last reply is by staff then change status to PENDING
If PENDING ticket is replied to then change to OPEN
If last reply is by staff AND more than X days have passed then change status to RESOLVED
If Assigned Ticket last reply is by ticket starter AND last reply is more than X days ago then send Alert & email to staff member.
If Ticket last reply is by ticket starter AND last reply is more than X days ago then send Alert to staff members.
If ticket content contains phrase X or Y, then post an automatic message Z to the ticket.
For example: If ticket first post contains 'lost password' then automatically post canned message 'How to request a new password'.
Then ask the user if this answers the question. If YES then change status to RESOLVED

Alpha1 · Jul 23, 2017

I can now see escalations, but am missing ticket criteria to create the most important ones:

new response by ticket starter
last response is by staff member
time passed since last response

Alpha1 · Aug 7, 2017

Ticket content criteria are missing. Without this we cannot post automatic replies based upon the message of the user.

Staff Alert functions are missing. We need to notify staff about overdue tickets.

Also a very important escalation which is normally stock functionality:
If last reply is by staff AND status is PENDING AND more than X days have passed then email user:

Remind that the ticket is still pending
Notify that the ticket will be automatically closed/resolved after X days.
Ask if they consider the matter resolved. Yes/No
If the user clicks YES then Resolve ticket.
If the user clicks no then go to Ticket.

Alpha1 · Sep 9, 2017

If I set an escalation for pending tickets to be reopened if either staff or owner replies, then do I just ticket both boxes? Or will that only work for ticket owners who are also staff? If so then please add a new tickbox 'Last reply user is starter OR staff'

Naz · Sep 9, 2017

ALfa1 said:
If I set an escalation for pending tickets to be reopened if either staff or owner replies, then do I just ticket both boxes? Or will that only work for ticket owners who are also staff? If so then please add a new tickbox 'Last reply user is starter OR staff'

Am I correct in thinking that you want a ticket to be set to pending, if ANYONE replies regardless of the original ticket state?

Alpha1 · Sep 9, 2017

No, I want a ticket to be set to open if anyone replies regardless of original ticket state.

Tickets Escalations: Automatically close tickets that receive no response

Alpha1

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Naz

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