Auto close tickets based on client update and status?
🦍Gorelo Question
I'm trying to configure a workflow to auto close a ticket if a client has not replied/updated within a specific timeframe. I currently have a custom ticket "On Hold" status of "Waiting On Customer" that I manually set. I have configured an "Event & Time" automation triggered on this status and set for 5mins on "TIME SINCE TRIGGER" (testing purposes), to update a public response (i.e. "We have not received a reply, the ticket will auto close in 24hrs etc..") and adjust the status to another custom ticket status "No Update - Marked For Auto Close". Another automation will then run on this status with a "TIME SINCE TRIGGER" to then close the ticket. The issue is that if the client updates the ticket, the status remains the same and the process will complete and close the ticket. I cant see any way to either change the ticket status when a client updates the ticket, or adjust the existing automations to detect this. Or, if Ive taken the long road when there is a more efficient way to achieve this.
