How to archive old user tickets and notify users that they need to open a fresh ticket instead of writing to old one
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.
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.