Setting up automatic ticket closure due to customer inactivity

Index:

1. Where to find the automatic customer inactivity ticket closure feature
2. .An important action to use automatic ticket closure for customer inactivity
3. How to configure automatic ticket closure due to customer inactivity
4. Posting Message and Automatic Ending

The automatic closing of tickets due to customer inactivity is a feature for customizing human service at Blip Desk, which allows for the control of the average service time.

Where to find the automatic customer inactivity ticket 

closure feature

The feature to automatically close tickets due to customer inactivity is inside the chatbot, under General Settings, in the Service module.

And you can access it at the bottom of the screen.

An important action to use automatic ticket closure for customer inactivity

Before using the automatic customer inactivity ticket closure feature, you will need to perform an action within the Builder to release the settings.

Update the human care block

Just follow the steps below:

1. Select the Chatbot
2. Enter Builder

3. With the course on the Human Service block, click on the right mouse button and then on Update

4. In the Exit Conditions of the Human Service block, under If ticket closed due to customer inactivity, select the block to which the user should be directed after the action (you will need to do this even if you do not configure automatic ticket closure due to customer inactivity in the future)
5. Click Publish Flow

6. Go back to the Service module, click on General Settings and go to Automatic Ticket Closure at the bottom of the screen

This action will only need to be done once on every chatbot that has human overflow.

To configure automatic closing of tickets due to customer inactivity in the Customer Service module, the necessary permission is Help Desk > View and Edit.

And to make changes in Builder, the required permission is Builder > View and Edit.

See Managing team access permissions for a bot.

How to configure automatic ticket closure due to customer inactivity

To enable the feature correctly, you will need

Set customer downtime for ticket completion

Opt to terminate only after the first agent interaction and/or by adding termination tags

And then save

Posting Message and Automatic Ending

It is now possible to register a message to be sent as an alert to the customer before a ticket is closed due to inactivity within the General Settings.

To enable the functionality, go to the service module. On the left side menu, select the General Settings option, as shown in the image below:

Register the closing time, place the unit and, if you wish, you can register an image to appear before closing, as shown in the image below:

• This feature is in beta

For more information, access the discussion on the subject in our community or the videos on our channel.🙂