Senario: A customer creates an incident. Admin asks with a comment for further clarification in order to help him, and customer never replies. I am trying to find the best solution for closing/resolving incidents, that the customer did not reply. I want the customer to get notified, after a certain period of time, inform the customer that if you do not reply, we will consider the incident as closed or resolved. Thank you

I think you can set up a trigger in Service Desk settings to do this

I think this is best done with a report and a mass action on that report. You can create a status and decide how long to give the customer before you action it then just set the due date out with a trigger when that status is set.

Here is how we do it. When an Incident is Resolved it will auto Close after 7 days. We give the customer time to confirm the resolution. Create a Report within your service and set a mass action on it.

Are you able to create a setting in GoToAssist to send an email out to the customer with predefined message when the incident is closed by the trigger?

You could try adding that to the mass action on your report using the add comment option, then check to notify customer.

Automaticaly close or resolve incidents if there is no reply from cutomer

Costas Fakebook
New Member
8 years ago
I managed to make it work.

I created 2 customs “Not Resolved” statuses, that will help us sort unresponsive incidents from customers and then force them to close them if there is no reply from the customer.

Not Resolved – With Administrator

Not Resolved – With Customer

By default, new incidents go under “Not Resolved – With Administrator” and when you request input from the customer you have to switch it to “With Customer”

If the customer does not reply to the administrator within 48 hours, a comment will be added to the incident and the next day the incident will be closed as not resolved.

incidents with the status “Not Resolved – With Customer” and were last active 2 days ago, a comment will be added by the system and also Prepend the titles with “NR:” No Reply

After 24 hours, if there is no reply from the Customer the incident will automatically changed to close with the resolution message “Resolved – No Reply”
Mary Forbes
Active Contributor
8 years ago
Thanks. I like the logic for this!
Mary Forbes
Active Contributor
8 years ago
How does setting up the trigger, report and action impact mean time to resolved? How does this impact the SLA time? Does the clock stop when you moved to resolved status? I noticed on some test ones it does. It is now impacting the mean time to resolve calculation since the final resolved date/time now reflects when the no response trigger action was taken (after 7 days). We track MTTR and holding a ticket open waiting for a respone will impact it negatively.

Forum Discussion

Automaticaly close or resolve incidents if there is no reply from cutomer

Recent Discussions

DELETE MY ACCOUNT

Email Notifications - Bounced Address

GoToAssist Service Desk Custom Data Connector for Power BI

Unable to Run Application after clicking link from tech

GoTo Phone Dark Mode