Automatically change the status of a ticket based on chat actions
complete
Canny AI
Merged in a post:
New feature to create a flow action to update status of tickets
E
Enrqiue Resendez
We have automated tickets that alert users that the mailbox is reaching x % from M365 quota limit so they can take appropriate action but will stay open unless we close them.
It would be great to have the ability to auto close or complete certain informational tickets like these Mailbox Quota ones via Inbox rules or workflows.
Canny AI
Merged in a post:
Add close to PSA actions
P
Peter Just
Add the ability to create a flow that will automatically close tickets based on pre-set crieria.
Stephen Boss
complete
Threads can now automatically move to an “in progress” status when any Inbox user sends an initial message. This helps MSPs report more accurately on Response SLAs and total time worked (and saves a few clicks for fast-moving techs).
We've heard that automatically moving threads to "In Progress" helps prevent artificially high Response SLAs and incorrectly lower "total time worked" stats. And, as an added perk, this eliminates the need for techs to manually update a thread's status when first responding to a customer.
How to Use:
- Go to Inbox > Preferences > Workspace.
- Click the + Board button and select a board from the dropdown.
- In the “In Progress” column, select the value that represents the first “in progress” status for your team.
- Toggle the “Set thread to 'In Progress' after the first reply” option to ON.
G
Griffin Steinman
Create custom workflow rules that have the ability to change the status of a thread
-Total IT.