Workflow: Prevent customers from solving their tickets from autoreplies

When you use autoreplies with articles (Legacy), customers can solve tickets from the web form or article suggestions. Use this workflow to stop end users who try to solve tickets.

This workflow includes these options:

Option 1: Create a trigger to automatically reopen tickets

Option 2: Remove article suggestions

Option 1: Create a trigger to automatically reopen tickets

Create a trigger to reopen tickets that end users mark as solved.

To create the trigger:

In Admin Center, click Objects and rules in the sidebar, then select Triggers

Click Create trigger

Name the trigger, then add a Category

Under Conditions, add these options:

Ticket > Status category | Changed to | Solved

Ticket details > Current user | Is | (end-user)

Under Actions, select: Ticket > Status category | Open

Click Create trigger

Option 2: Remove article suggestions

Another option is to remove article suggestions from your help center.

To remove article suggestions:

In Admin Center, click Channels in the sidebar, then select Bots and automations and Bots

Click Manage autoreplies

Click the Web form tab

Turn off Web form channel enabled

For more information, see Viewing and managing your autoreply settings (Legacy).