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Ticket automation-Back to knowledge base overview
In version 2.1.0 we have implemented ticket automation. This way this extension will automatically send reminders to customers who didn't replied to their ticket after a couple of days. This reminder can be repeated multiple times and before the ticket automatically closes due to inactivity.
This way you will prevent having tickets pending for years or even decades.
Set up
This extension makes use of the Flarum Console, which can be scheduled via the php flarum schedule:run command.
If you have not enabled a cronjob yet, please check out this tutorial.
Sending reminders
An email reminder will automatically be send after a couple of days. See the email notification Ticket awaiting reply. By default this delay is two days, but is customizable. After the first reminder, the same value will be used for the next reminder.
You can set a reminder limit. This reminder limit will be used to automatically close tickets. The customer will be notified that the ticket was automatically closed, see the email notification Ticket closed due to inactivity.
Automatically closing tickets
When a ticket is automatically closed, a This ticket is closed due to inactivity event post is added to the ticket.
Reminders in the UI
In the interface you are able to see how many reminders have been send to the customer.
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