Managing ticketing instances within collaborative platforms may involve tasks such as moving an instance to a different channel or archiving and restoring it. This guide offers clear, step-by-step instructions to help you navigate these processes.
How to move a Ticketing Instance to another Channel
To move an instance, you can follow these instructions:
How to Archive a Ticketing Instance
You can archive an entire ticketing instance by removing the associated tab.
Should you need to revisit this instance, you can reinstate it by setting up a new ticketing instance and selecting the 'restore' option, rather than initiating a completely new ticketing instance.
It's important to note that restoration is only possible within the original channel where the ticketing instance was created.
How to restore an Archived Ticketing Instance
You can restore an archived Ticketing Instance by choosing the restore option during the instance creation steps
Note that old chat bot notifications will point to the previous location resulting in this message when you click on it.
Any new chatbot notifications, after the instance has been move, will work flawlessly.
What if I have remove a channel instead of archiving a Ticketing instance.
Removing a channel will result in the ticketing instance still existing in some areas of the app. For example, it will remain in the list of instances in the subscription tab (Settings area) or in the list of available instances in the Personal App.
If you try to click on one of the deleted instances, you will receive this below error message.
To properly remove a ticketing instance, you must first restore the channel (see next section), and then follow the instructions on how to archive an instance (see previous section).
How to restore a deleted channel
Click on "Manage team" in the channel menu.
Then click on the "Channels" tab. In the "Deleted" section, find the deleted channel and click on the corresponding "Restore" button.
I hope you have found this post helpful.
Please do not hesitate to reach out if you require any further assistance.
Marc
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