Exclude tickets from closing

Some customer issues warrant a thorough review and thoughtful approach. With a new option in Automation, you can exclude those tickets from automatic closing and keep them active as long as you need.

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When Exclude tickets from closing is enabled, you can apply this rule on an individual ticket level to prevent the selected tickets from being closed by the system automation.

However, this rule does not apply any longer in the following conditions:

• Ticket status is manually updated.
• A ticket has been transferred.
• The assigned agent goes offline.

To ensure that tickets are not automatically closed at any circumstance, utilize the Prevent ticket closure upon status change or transfer option so that tickets remain open regardless of status updates or agent availability.

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Follow the steps below to enable the Exclude tickets from closing and Prevent ticket closure upon status change or transfer functionalities.

1. Log into Sendbird Dashboard and go to Settings > Desk > Automation in your application.

2. Under the Change ticket from IDLE to CLOSED after setting, you'll find an option to exclude tickets from the automation settings that can systematically close tickets.

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3. When the Exclude tickets from closing option is turned on, you can see the following information in the Tickets page:

• An Exclude from closing option in the dropdown menu.
• The agent or admin who excluded the ticket from automatic closing.
• The duration for which the ticket has been excluded from automatic closing.

Note: When this option is turned on, the tickets won't be affected by automatic status changes such as Change tickets from ACTIVE to IDLE after and Change tickets from IDLE to CLOSED after. But they're still subject to other automation settings.

4. The Exclude tickets from closing setting becomes invalid when ticket status is manually updated, a ticket has been transferred, or the assigned agent goes offline. To ensure that tickets are not automatically closed at any circumstance, utilize the Prevent ticket closure upon status change or transfer option.

See how to use the Exclude tickets from closing option in the tickets page and in the ticket details view.

1. Make sure to turn on the Exclude tickets from closing option under Settings > Desk > Automation as demonstrated above.

2. In the Tickets page, click the options button located in the far right column of each ticket. Then, select Exclude from closing and a broken automation icon will appear in front of the ticket subject.

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Once you open a ticket and enter the chat, you can exclude the ticket from automatic closing in two ways.

1. Ticket list on the right side bar

Like in the Tickets page, hover your cursor over a ticket you want to keep. When the options button appears, select Exclude from closing. Then a broken automation icon will appear in front of the ticket subject.

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2. Broken automation icon at the top

If you want to exclude the ticket you just opened, look at the top right corner of your screen where you can find a tag icon, a broken automation icon, and an options button. Click the broken automation icon. Then the same icon will appear in front of the ticket subject.

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If you want to revert the action and apply the automation settings again, click the ⋮ button in the far right column of each ticket and select Apply automation.

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Note: When you turn off the Exclude tickets from closing option in the Settings page, the tickets that were excluded beforehand will become subject to automatic closing again. If you turn it back on, those tickets will remember their settings and be excluded from automatic closing.