Joachim van de Haterd
Starting from version 6.8.58, you can configure Group-Office to automatically close inactive tickets.
Ticket lists can get messy at times. Either the support crew is too busy to clean up old tickets or after a reply, the ticket is forgotten by the requester.
In the old Tickets module, you could close a ticket after a certain inactivity. This feature has been ported to the support module.
Configuration options
Please note that an inactive ticket is defined as a ticket with the status 'In progress' that was last answered by a ticket agent and has not had any activity for a certain amount of days.
- Expiry in days: The number of days that a ticket is inactive before automatically closing it.
- Expiry feedback: Either none, a private comment readable by ticket agents only or public. In the latter case, an email is sent to the requester.
- Expiry message template: This will enable the administrator to set a custom expiry message.
- Excluded categories: Do not automatically close tickets that have one of these categories added.
- Excluded lists: Do not automatically close tickets that are part of excluded support lists.