Awesome Support Documentation

Ticket Lock

Ticket Lock is a handy function for agents and administrators who do not want a closed ticket to be reopened by a customer/client.  The check-box is located on the right side of the ticket screen in a metabox called Merge and Lock.

Simply tick the box next to the Lock Ticket label and update the ticket.  If a customer or client attempts to reopen a ticket they will see the following message:

Integration With EMAIL SUPPORT

If the EMAIL SUPPORT (EMAIL PIPING) add-on is installed, any replies to a locked ticket will be rejected.  You can configure the email notice provided to the customer under the TICKETS->SETTINGS->EMAILS tab (close to the bottom of the page).

Automatically Lock Tickets

You can Awesome Support to automatically lock tickets when they are closed. To do this:

  • Go to the TICKETS->SETTINGS->PF OPTIONS tab
  • Scroll down to the Other section
  • Click the checkbox for Automatically Lock Ticket On Close
  • Scroll down and click the Save Changes button.

Lock Or Unlock All Tickets

To lock all closed tickets:

  • Backup your data!
  • Go to the TICKETS->TOOLS->CLEANUP tab.
  • Click on the Lock Tickets button

To unlock all closed tickets:

  • Backup your data!
  • Go to the TICKETS->TOOLS->CLEANUP tab.
  • Click on the Unlock Tickets button