To automatically close tickets in Zoho Desk, create a workflow rule that triggers when a ticket's status is updated to "Closed" and then updates the ticket's status to "Closed" again. This ensures that the ticket is marked as closed and automatically closes after a specified time, such as 3 days of inactivity.
Here's a step-by-step guide:
Navigate to Automation: Go to Setup > Automation in Zoho Desk.
Create a New Workflow: Select "Workflows" and click "Create Rule".
Set Rule Name and Description: Choose a descriptive name and add a description if needed.
Define Trigger:
For triggering the rule, select the "Field Update" option, and then choose "status" and "Closed". This will trigger the rule when the status is updated to Closed.
Set Actions:
Under "Actions," select "Update Field".
Set the "Field" to "Status" and choose "Closed" as the value.
Consider adding an email notification to alert the agent and/or customer that the ticket is closing.
Optional: Set Time-Based Action: You can also set up a time-based action to automatically close tickets after a specific period of inactivity, like 3 days.
Save the Rule: Click "Save" to activate the workflow.