Support Ticket Actions & Workflows

Support Ticket Actions & Workflows

Accelerate resolution using these built-in ticket actions:

• Snooze Ticket: Temporarily hide a ticket from active support queues. Select presets (1 day, 3 days, 7 days) or a custom date. Snoozed tickets wake up automatically when the period expires.
• Merge Tickets: Consolidate duplicate tickets from the same user. All replies are re-parented to the target ticket, and the source ticket is automatically closed and marked as merged.
• Convert Type: Convert a support ticket into a bug, pre_sale, or feature_request. Converting to a feature request closes the ticket, redirects it to the feature request department, and notifies the customer.
• CSAT & Closed Loop: Closing a ticket automatically provisions a rating row, generating a unique token and sending a CSAT survey email.