Ticket Configuration & Workflow Settings

Ticket Configuration & Workflow Settings

Fine-tune ticket creation gates, support boundaries, and automation in the Settings → Ticket tab:

• Guest Ticket Creation: When enabled, visitors can create support tickets without registering an account. They simply validate an Envato purchase code.
• Allow Pre-sales Tickets: Allows visitors to submit pre-sales inquiries without requiring a purchase code.
• Post-Expiry Ticket Grace: Allows buyers whose Envato support period has expired to open exactly one final ticket. Subsequent ticket submissions are blocked until they purchase a support renewal.
• Auto-responder Templates: Select templates for automatic confirmation messages sent upon ticket creation.
• Auto-close Timers: Automatically closes open/pending tickets after a specified number of inactive days (runs via cron).
• Customer Reopen Window: Sets the limit of days in which a customer can reopen their closed ticket. After this threshold, they must open a new ticket instead.