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

Последнее изменение:

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.

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Then click +Add button and create and "Archived" status.

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Set logical group "Closed" for it

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Then go to the 

Helpdesk -> Automation -> Timer events

and create event to archive all ticket older than 30 day

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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.

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With that rule UserEcho will notify users that they should create a new ticket if current one is older that 30 days.

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