How to archive old user tickets and notify users that they need to open a fresh ticket instead of writing to old one
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This task could be accomplished in two steps.
1st step - we need to setup helpdesk automation rule to archive tickets older that selected period of time for example 30 days.
Open Helpdesk->Topic types and click edit icon to add a new ticket status.
Then click +Add button and create and "Archived" status.
Set logical group "Closed" for it
Then go to the
Helpdesk -> Automation -> Timer events
and create event to archive all ticket older than 30 day
After activation of this rule all tickets older that 30 days will be archived.
2nd step
Open Helpdesk -> Automation ->Ticket updates
And create following rule.
With that rule UserEcho will notify users that they should create a new ticket if current one is older that 30 days.