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 airdrop tickets are exempted to be set as immutable.

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Installation

For detailed installation and configuration instructions, refer to the Ticket immutability documentation.