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Hi, we have this workflow in place:

 

The problem is, when the customer choose to create a ticket but later on realized that this is not what they need and ignore it or not fill it out, the customer will be stuck. The ticket window will not auto close and if they click the arrow back it will just route them back to the home screen of the messenger. There is no option to start a new conversation because we intentionally disable opening new conversation when there is one open. How can we get the conversation to auto close when customer doesn’t fill out the form?

 

FYI, we have this settings in place but it doesn’t seem to work for this scenario.

 

 

Appreciate suggestions from anyone.

Hey ​@iampaulaaa 👋 Jacques here from Support Engineering.

What you can do here is setup a separate workflow to handle inactive tickets.

You can auto close the ticket after the ticket state has been “Waiting on customer” for a certain amount of time. Set this up by creating a Workflow with the following configurations:

  • Trigger - Teammate changes the state of a ticket

  • Branching condition - Ticket state is Waiting on customer

  • Action - Snooze for {X} days/hours/minutes then close

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Hope this helps!

 

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