Update Completed Ticket options - Do comments impact the clock?
Hi folks,
I'm testing this in Sandbox but would like to confirm from the horse's mouth.
I understand that when we turn on the "update Completed Ticket options > After [x] day(s), update completed tickets to [CLOSED] status" option, the number of days is counted from when the status changes, Does a user leaving a comment have any impact on the count?
For example: I mark a ticket as Resolved and we have TDx set up to update the ticket to Closed status after 5 days. On day 3 the customer leaves a comment. Does that reset the clock to zero, eg the ticket will be moved to Closed in 5 additional days (the eighth day)? Or will the ticket be moved to closed on the fifth day??
Thanks!
Erin
Answer (1)
Hello Erin,
It does not reset the clock, but depending on your setting for reopening closed tickets it *might* cause the ticket's status to move back to an Open/In Process status.
Sincerely,
Mark Sayers
Sr Support Consultant, CS