Autoclose ticket option after xxx days

[fadrianoc]

There's a way to make a ticket waiting customer reply to automagically close after xxx days (and after send a warning message to customer that if a reply does't arrive after x hours/days the ticket will automagically closed) ?
Hope is clear :)
thanks

[vzeman]

yes, you can do it.
1. if ticket is not answered x days, change status to S1
2. add notification to notify customer, that you wait too long ... etc. (in this notification monitor changes to status S1)
3. if ticket in status S1 is not answered next y days, change status e.g. to resolved

All this can be done with custom statuses, escalation rules and notifications
There is big flexibility to setup this workflow

[fadrianoc]

Great !
I've not noticed it, sorry for that :o

[vzeman]

no problem, you are welcome