Administrators can set a Re-open Time Window to prevent End Users from reopening Issues after a certain time period.

To configure the Re-open Time Window for email and web issues:

  1. Navigate to Settings → Workflows → Re-open Time Window.
  2. You will need to configure the Re-open Time Window for Email and Web Support Portal separately.
  3. To edit the ‘Re-open Time Window’, click the edit icon next to the channel you want to configure.
  4. On the Edit Re-open Time Window pop-up, select the ‘Do not allow re-opens’ option if you don’t want to allow your users to reopen ‘Resolved’ or ‘Rejected’ Issues.
  5. Select the ‘Allow re-opens for’ option if you want to allow your users to reopen a ‘Rejected’ or ‘Resolved Issue’ for a specific period of time.
  6. You can select a value from the drop-down list of the following values:
    • 6 Hours
    • 12 Hours
    • 1 Day
    • 2 Days
    • 3 Days
    • 5 Days
    • 7 Days
    • 10 Days
    • 15 Days
    • 20 Days
    • 30 Days
    • 2 Months
    • 6 Months
    • 9 Months
    • 1 year
  7. Click ‘Save’.

The Re-open Time Window timeframe is applied to both ‘Resolved’ and ‘Rejected’ issues. When the Re-open Time Window is changed multiple times, the new changes will impact previously expired Issues.

Note: The default window is one year for ‘Resolved’ or ‘Rejected’ issues. A User can reopen ‘Resolved’ or ‘Rejected’ issues before May 7, 2019, until May 7, 2020.

To configure the Resolution Question Time Window for SDKs/Web Chat:

Navigate to Settings → App Settings → App → Configure SDK or Configure Web Chat
  1. You will need to configure the Re-open Time Window for SDK and Web Chat in their respective App level configure settings.
  2. The time window applies only when the Resolution Question toggle is enabled.
  3. By default, the time window is set to 1 Year. You have the option to change the value from the drop-down to any of the following values:
    • 6 Hours
    • 12 Hours
    • 1 Day
    • 2 Days
    • 3 Days
    • 5 Days
    • 7 Days
    • 10 Days
    • 15 Days
    • 20 days
    • 30 Days
    • 2 Months
    • 6 Months
    • 9 Months
    • 1 year
  4. Click ‘Save & Publish’ in the top right corner.

Note: If the expiry time period is set to less than 1 day, we recommend that you enable Push Notification.

The Resolution Question Expiry Time Window is applied to issues ‘Resolved’ after the time window is set.  If the Re-open Time Window is adjusted multiple times, the new changes will not have any impact on issues that have already expired. The end-user will not see the resolution question after the expiry time window has passed.