Ticket Config is available under:

Setup → Ticket Config

Each section can be expanded to modify behaviour, timers, and automated messages.

1. Queued Ticket

Queued Ticket Message

• Ability to edit the message

• Default Message in place already

Use this to keep customers informed when their ticket is waiting for an available agent.

2. Assigned Ticket

Ticket assigned message

• Ability to edit the message

• Default Message in place already
  
  

This message will be sent when the ticket is assigned to an agent

3. Waiting Ticket

This section controls reminders and timeout messages when a ticket moves into “Waiting” state (i.e., waiting for a customer response).

3.1 Agent Ticket Waiting Reminder

• Ability to set a timer

• Default Timer: 5 minutes

This sends a friendly nudge asking the customer to respond.

3.2 Waiting Ticket Reminder Message

• Ability to edit the message

• Default Message in place already

3.3 Agent Ticket Waiting Time (Auto-resolve timer)

• Ability to set a timer

• Default Timer: 10 minutes

This controls when the system should automatically resolve and close a ticket due to inactivity.

3.4 Waiting Ticket Message

• Ability to edit the message

• Default Message in place already

4. Ticket Resolution

Bot Ticket Resolution Time

• Ability to set timing

• Default Timer: 10 minutes

This helps auto-resolve tickets where the conversation has naturally concluded.

5. Ticket Closure

Ticket closure is controlled by two separate timers: one for bot-resolved tickets and one for agent-resolved tickets.

5.1 Bot Ticket Closure Time

• Ability to set timing

• Default Timer: 10 minutes

5.2 Agent Ticket Closure Time

• Ability to set timing

• Default Timer: 10 minutes