Automation rules that use the Time Trigger - Every one hour trigger never act on closed tickets. NeetoDesk checks these rules once an hour and skips any ticket whose status is Closed. Tickets with any other status, including On hold and Waiting on customer, are still checked.
Rules with other triggers still run on closed tickets
Rules triggered by an event, such as a reply being added or a status changing, still run on closed tickets.
For example, if a customer replies to a ticket you closed last week, a rule triggered when a reply is added will still run.
Reopening a closed ticket
If a time-based rule closes a ticket and someone later reopens it, the rule can act on that ticket again.
When the ticket moves out of Closed, NeetoDesk clears the earlier run from the ticket's history, allowing the rule to run again.
Automation rules that use the Time Trigger - Every one hour trigger never act on closed tickets. NeetoDesk checks these rules once an hour and skips any ticket whose status is Closed. Tickets with any other status, including On hold and Waiting on customer, are still checked.