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Ticket not submitted left in unassigned.

  • 27 March 2024
  • 1 reply
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Hi there,

We’ve set up a workflow in our messenger that allows users to create tickets by themselves. However, we’ve noticed that from time to time users do not fully go over the ticket creation and therefore it’s left unassigned.

We thought of using Auto-close incomplete Workflows conversations however since this is the end of the path it unfortunately doesn’t work.

We’d love to be able to have automation that

  1. Send a message to remind them that if they need our support, they should create a ticket
  2. Auto-close this conversation if the ticket isn’t submitted

Any idea how I can do that?

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Best answer by Ebenezer.Laleye 3 April 2024, 13:56

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Hi @User1349! Ebenezer here from Engineering Support👋.

I don’t believe we have an in-built feature that sends a reminder if a user does not complete the process of creating a ticket.

But there is a workflow trigger for when a user becomes in active, you could probably use this to close conversation that are unassigned.

 

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