Prevent replies after you close a conversation or Customer ticket
Decide whether visitors and users can reply to closed conversations and Customer tickets, and for how long.
Written By Kateryna Babenko
Last updated 38 minutes ago
Overview
Give customers time to follow up after you close a conversation. When that time ends, they need to start a new conversation instead of reopening the resolved one.
You can set separate rules for regular conversations and Customer tickets, and for Visitors and Users.
Note: The separate ticket rule applies when the Customer ticket’s linked conversation is closed. Changing a ticket status, including Done, does not close the conversation or start the reply window.
Configure closed-reply rules
Open General and expand Inbound Volume
Choose Visitors or Users
Turn on Prevent visitors from replying to closed conversations or Prevent users from replying to closed conversations to control regular conversations
Turn on Prevent visitors from replying to closed tickets or Prevent users from replying to closed tickets to control Customer tickets separately
Set Lock replies after for each enabled rule, then select 'Save Changes'
The two audience settings are independent. For example, you can allow identified users to reply to a closed ticket while preventing visitors from doing so.
Choose a reply window
Set a window from immediate locking to 365 days. A window of 0 minutes locks replies as soon as the conversation is closed. Otherwise, Featurebase allows replies until the configured duration has passed.
The timer starts from the most recent time the linked conversation was closed. If the conversation is reopened and closed again, the new close time starts a new window.
What customers see
When a ticket reply window has ended, the Ticket Portal removes the reply editor and shows: This ticket is closed and no longer accepts replies.
During an active reply window, customers can reply normally. After the window expires, a reply cannot be sent from the Messenger or Ticket Portal.