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Pending Auto Resolve

Has anyone discovered a way to set a ticket as pending and then auto-resolve if the requester doesn't respond within a certain time frame?

Ideally, we'd like to setup a Supervisor rule to auto-resolve tickets that have been marked as pending and have not been replied to within 3 days.

1 Comment

Hi Travis,

Supervisor rule is possible. Condition "Hours since pending" greater than 72h > Action "Set status as close".

I think this solve your situation.

If customer replies, status will be change back to open. And when agent replies and set status again to pending - it starts counting again from zero. No one response 72h? Supervisor sets status to close. Should not set to resolved, because basically it wasn't really resolved with solution/workaround.



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