Defining Ticket lifecycle

Optimize your customer support workflow with Auto-Resolve, Auto-Close, and Auto-Alert settings in LimeChat CRM.

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Using this feature, the account owner can configure set time intervals after which the conversations automatically move to Resolved or Closed states.

Setting	What does it mean
Auto Resolve	Time after which an inactive conversation should get resolved
Auto Close Duration	Time after which resolved tickets get closed.
Auto Resolve Bot Duration	Time after which an inactive bot conversation should get resolved
Auto Alert Duration	Time after which a new conversation should get alerted in case of inactivity

How to set Auto Resolve, Auto Alert and Auto Close Duration?​

1

Go to Settings > Inboxes

2

Click on Settings of the Inbox for which you want to do the configurations

3

Turn on the relevant toggles and update time duration for Auto close, Auto resolve, Auto Resolve Bot, and Auto Alert

4

After updating the duration, click on Update.

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FAQ's

What determines the lifecycle of a conversation?

The lifecycle of a conversation depends on the bot, customer interactions, and agent activities. States like "Waiting" and "Follow-Up" are optional and can be applied based on the agent's specific actions or requirements.

Can I skip the "Waiting" or "Follow-Up" states for a ticket?

Yes, these states are not mandatory in the conversation lifecycle. They are used at the discretion of agents, depending on whether they are waiting for customer input or need additional time for investigation.

What happens if a ticket is marked as "Closed" and the customer sends a message?

For social channels (WhatsApp, Instagram, Facebook, and Voice), the customer query will create a new conversation, but the previous conversation will remain accessible under "Previous Conversations." For email, if the customer replies to the same thread, the ticket reopens. If they start a new thread, a new ticket is created.

How does the system ensure tickets are not closed prematurely?

Tickets cannot be manually moved to the "Closed" state to ensure customers can reopen tickets if they feel their queries were not resolved. The transition to "Closed" happens automatically after a configured time of inactivity in the "Resolved" state.

If a ticket is in the "Resolved" state and the customer replies, will it reopen with the same agent?

The system attempts to assign the ticket to the previous handler first. However, if the agent is unavailable or assignment settings dictate otherwise, the ticket may be reassigned to a different agent.

Can I configure how long a ticket stays in a specific state?

Yes, you can configure time intervals for state transitions, such as when tickets move from "Resolved" to "Closed" or from "Waiting" back to "Open." These settings can be adjusted in the system configuration.

How can I reopen a "Closed" ticket for social media platforms?

Closed tickets cannot be reopened directly for social media platforms. Instead, any new customer message creates a new conversation, with the prior context available under "Previous Conversations."

How can I view all conversations associated with a customer?

You can view previous conversations by navigating to the "Previous Tickets" section in the right panel. Click "See More" to access a list of tickets related to the customer.

What happens if an agent is offline when a ticket's "Waiting" duration ends?

If the assigned agent is offline at the end of the "Waiting" period, the ticket will be reassigned to another available agent to ensure prompt handling.

Can agents manually move tickets to the "Closed" state?

No, tickets cannot be manually moved to the "Closed" state to ensure that customers always have the option to reopen a conversation if needed.

What’s the difference between reopening a "Resolved" ticket and replying to a "Closed" ticket?

For a "Resolved" ticket, a customer’s reply reopens the same ticket, typically assigned to the previous handler (if available). For a "Closed" ticket, a reply in the same thread reopens the ticket for email, while a new query on social channels creates a new conversation.