HELP FILE

How do I set a ticket status on reply?

Tickets have two statuses: open and close. You can set a ticket status when an agent replies to a ticket as follows:

  1. In the Bold360 ai Console, go to Admin Center > Ticketing Settings.
  2. Under Outgoing email, select one of the following options from the Ticket status on reply drop-down list:
    • Ticket automatically closes on first agent reply.
    • Ticket will be closed automatically on every reply (all the time).
    • Ticket status will not change automatically, only if directly changed by the user.
  3. Save your changes.

How to change ticket status using labels

  1. In the Bold360 ai Console, go to Ticketing > All tickets, and click the Label icon at the top of the window.
  2. Click Create label.
  3. Name the label.
  4. On the Advanced tab, choose the class of the status from the Status drop-down list.

When you add the new label to a ticket, the ticket will be set according to the label class status.

Note: You can also use rules to set up an automatic label assignment to a ticket.