Ticket Immutability - DevRev Marketplace

Automatically makes closed tickets immutable after a defined period.

Automatically makes closed tickets immutable after a defined period, ensuring streamlined management and seamless follow-ups for customer responses.

The ticket immutable snap-in allows tickets to be automatically marked as immutable, after which no further changes can be made. Once configured, users can define the number of days a ticket remains in a Closed state before it becomes immutable, excluding tickets in the Accepted stage.

Features

Users need to specify the duration (in days) a ticket remains in the closed state before it transitions to immutable status.

Automatic freezing of tickets Regardless of the specific stage within the closed state (except Accepted), the ticket will become immutable after the configured timeframe. By default, the period is set to 365 days, but it can be set between 1 and 365.
Automatic follow-up creation If a customer responds to an immutable ticket, a follow-up ticket is automatically created.

Note: The tickets automatically becomes archived post 180 days after becoming immutable. The AirSync tickets are exempted to be set as immutable.

Features

Salesforce

Goodmeetings

Zendesk

Oncall-Conversation-Flow