Question

automatic reopening tickets on specific date

  • 4 August 2022
  • 6 replies
  • 85 views

Userlevel 1
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Good morning,
I am new here and hope you can help me.

We get a lot of tickets where we have to put users out of service. This happens on the day itself, so sometimes it is a month later, but sometimes it is only after 3 months. I now put the status on hold, but it does pollute the overview.
Is there a possibility that the tickets will be closed and then automatically reopened on a specific date?
Hope to hear from you, thanks in advance.
Greetings Maikel


6 replies

Userlevel 3
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I believe you can do something like that through Expression Builder.  I’m looking to do something similar to put tickets into a custom status, and then re-open x days prior to the date selected in the ticket.  I can help when I figure it out myself.  :) 

Userlevel 1
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I believe you can do something like that through Expression Builder.  I’m looking to do something similar to put tickets into a custom status, and then re-open x days prior to the date selected in the ticket.  I can help when I figure it out myself.  :) 

Thanks, let me know

Userlevel 2
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For the cluttering the overview issue, couldn’t that be solved by adjusting the filter to not show tickets which are on hold? Or if that status is also used for other tickets maybe create a custom status for these kind of tickets and then exclude that status from your filter/s.

I think it would be good to get a few more details around your plans to see how they could be achieved. Like:

  • how will people log these requests? email or portal?
  • how do you determine if it takes a month or three to disable the account? are there rules or is it just human judgement?

If it is logging via the portal, you could use custom fields like a date picker, to get dates, which gives some nice (and I think new unless I have never seen them before) options in the workflow automator. If it is via email, you likely will have to use the expression node to read information from the email and then use that in the workflows.

There is also is a timer node in the workflowautomator so I guess a very simple workflow could be:

Ticket is raised → Category/Service Item is, idk, “Leaver” → update status to “on hold” → timer node “wait 1 month” → update status to “in progress”

Obviously, this disregards your statement of “it could be 1 month or 3” but maybe it’s a starting point if it’s always at least one month?

Userlevel 1
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Hi, thank you for the reply. The tickets come in via email. The termination date is stated in the ticket, see attachment. I have no experience with the expression node yet

 

 

Userlevel 2
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I wish I could tell you I was amazing with it but that is not (yet) true. I mostly just follow the Freshworks videos to a T and hope that it works.

Luckily for you and me both, there is one already that might do just what you need:
 

I think you can almost follow this step for step to get the date from your email.

We’re also very keen for this feature or the upcoming timer node with a specific date.

We often have tickets that may need re-opening in X Months. For example when a user is granted a temporary upgrade on their mobile plan to include global roaming to travel, we need to ensure we remove it later. 

There is many more examples we use follow ups for. 

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