Junk Ticket

——Learn how to mark and manage the junk ticket through this article.

Role of Junk Ticket

「Junk Ticket」function can intercept tickets that meet the trigger conditions of junk tickets, thereby reducing the workload of agent in handling tickets.

Preparations

● You can first summarize and sort out the scenarios and conditions for turning tickets into junk tickets.

Configure Flow Trigger

● Add Flow Trigger

You can create new flow triggers in the【Ticket Flow Setting】. By setting trigger conditions and executing actions, when the conditions in the flow trigger are met, they will be classified as "Junk Tickets".

Figure 1: Set Trigger Conditions

Figure 2: Marked as Junk Tickets

Manage Junk Ticket

● View Junk Ticket

After the trigger is successfully created, if the ticket meets the trigger conditions, it will be included in the【Junk Ticket】. After the ticket is marked as a junk ticket through the trigger, it will be displayed here for 30 days, and will be permanently deleted thereafter.

Figure 3: View

● Filter Junk Ticket

Through the Ticket Center > Junk Ticket page, you can search for【Ticket Title】and【Creation Time】, and filter ticket categories, ticket templates, and creation channels to find the target junk ticket, thereby identifying whether the ticket has been mistakenly marked.

Figure 4: Query

● Remove Junk Ticket

1. 1.Restore the ticket to its normal state via【Remove】.

Figure 5: Remove

2. 2.The removed ticket will be moved back to different places based on the status at the time of ticket creation.

Figure 6: Affiliation of Removed Ticket