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Reopening the conversation when the ticket status changes.


Does anyone know how to make it so that when a ticket is resolved, the conversion tied to it is also closed ?

Best answer by Emilygav

Hey @Pavel M 👋🏼
 

To close a conversation linked to a ticket you can set up a Workflow in Intercom with the following configurations:

  • Set the Trigger to when a teammate changes the state of a ticket.
  • Add a Branching condition to check if the ticket state is Resolved.
  • Then for the Action of that branch, choose “Close”

This setup will automatically close the ticket after it has been in a "Resolved" state.

Hope that helps!

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2 replies

Emilygav
Intercom Team
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  • Intercom Team
  • 75 replies
  • Answer
  • October 4, 2024

Hey @Pavel M 👋🏼
 

To close a conversation linked to a ticket you can set up a Workflow in Intercom with the following configurations:

  • Set the Trigger to when a teammate changes the state of a ticket.
  • Add a Branching condition to check if the ticket state is Resolved.
  • Then for the Action of that branch, choose “Close”

This setup will automatically close the ticket after it has been in a "Resolved" state.

Hope that helps!


  • Author
  • New Participant
  • 1 reply
  • October 7, 2024

@Emilygav hii, i need to close linked conversation, not ticket 😅


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