How do I archive a ticket?
You can archive a ticket by selecting it in the list and clicking Archive or by opening it and clicking Archive. You can also use the keyboard-shortcut e
How do I access archived tickets?
You can click on the 'All Tickets' section in the left navigation menu to access all the tickets that have ever come into your helpdesk. Archived tickets also show up in search listings. Archived tickets have a blue background in these listings.
What happens if a customer replies to an archived ticket?
It is automatically unarchived, marked as Unanswered and showed up in the Unassigned listing, or in the specific listing for an agent/team (depending on whether it is unassigned or assigned).
Please note that manually unarchiving a ticket will also mark it as unanswered, even if the last reply was by an agent. For example, if an agent responds to a ticket, then archives it in error, unarchiving the ticket will automatically mark it as unanswered, even though the agent replied.
Can I notify a customer when a ticket is archived?
Yes, you can setup an auto-notification to be sent out when a ticket is archived. This can be useful when you want to notify a customer that a ticket is considered resolved, and to give the customer a sense of resolution for every ticket.
To setup a notification on ticket archive, select 'Admin' from your ticket interface:
- Select 'Email' from the left-hand menu
- Select the email address you want to modify
- Select 'Email After Archive' from the list of available options
- Enter the desired text for the notification. You can use variables like {{FIRST_NAME}} to personalize the notification.
- Check the box for 'Send an email to the customer when a ticket is archived'
- Click 'Update Email after Archive', and you're all done!