Workflow: Prevent customers from solving their tickets

From the contact form and article suggestions, customers are able to solve their own tickets. This article provides steps to prevent end users from closing their tickets. 

This workflow includes the options below.

• Option 1: Create a trigger to automatically reopen tickets
• Option 2: Remove article suggestions

Option 1: Create a trigger to automatically reopen tickets

You can create a trigger and automatically re-open tickets solved by your end users.

• In Admin Center, click Objects and rules in the side bar > then select Triggers
• Click Create trigger 
• Name your trigger > add a Category
• Under Conditions, add these options:
  • Status > Status category | Changed to | Solved
  • Ticket details > Current user | Is | (end-user)
    
• Below Actions, select:
  • Ticket > Status category | Open 
  • Click Save
    

Option 2: Remove article suggestions

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

1. In Admin Center, click Channels in the sidebar, then select Bots and automations > Bots
2. Click Manage autoreplies
3. Click the Web form tab
4. Toggle off Web form channel enabled
   

For more information, see this article: Using autoreplies to recommend articles in web forms.