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Home > Success Center > Web Help Desk (WHD) > Create a custom status type to automatically close a ticket

Create a custom status type to automatically close a ticket

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In Web Help Desk, you can create a custom status type that automatically changes the ticket status to Closed on a particular day or time. 

  1. Log in to Web Help Desk.
  2. Click Setup > Tickets > Status Types.
  3. In the Status Types tab, click a status type in the Status Type Name column.
    For example, Resolved. 
  4. Configure or select a status option highlighted below.
    kb 5312.jpg

    Choose option 1 to automatically close tickets after a specific point in time.  

    Choose option 2 to close tickets based on the client response in the ticket email. When the client clicks Yes in the email, the ticket is automatically set to Closed status. When the client clicks No in the email, the ticket is set to Open status and is returned to the ticket queue.

    Choose options 1 and 2 to ensure tickets are closed based on a point in time or the customer response. When you choose both the options, Web Help Desk closes the ticket automatically after the selected point in time without client's response.

  5. Click Save.

Last modified
15:41, 30 Mar 2017

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