We have several monitoring services that report to our support email when there is an issue. Many times we just want to be aware of it but it does not require any action on our part. So, I'm trying to setup Desk to auto close the ticket if it was not assigned to rep after 4 hours but I'm not having any success. Here's what I have:
Automate > Supervise
Active Rule: "Delay Close Notification Tickets"
1 Basic Information
Name: Delay Close Notification Tickets
Active: Checked
Business Hours: Calendar Hours
Description: Close notification tickets that are not responded to
2 Criteria
Hours since created > is > 4
AND
Ticket Owner > is empty > ${EMPTY}
AND
3 Actions
Close Ticket
Assignment Rules
Fields: Status
Values: Closed
I have several tickets that have come in since the rule was created that are unassigned and from that email address but they are not getting closed (some are over 2 days old now).
I did notice that when I go back to Supervise > Rules the toggle switch at the top right corner is off (to the left). I can click it (so it turns green and moves to the right) but after a few hours it is off again.
Please share any corrections or recommendations.
Thank you.
**edit** changed "forwarded to" to "sent from"