Support Chops When do tickets lock, and how much time does everyone get?
You don't need to tell Dispute when tickets lock. It reads your Zendesk close automations and shows what it found in ⚙️ Team settings → When tickets lock.
How Dispute reads your rules
- It understands several rules at once, for example Tier 1 tickets lock after 3 days and everything else after 7.
- It checks them daily, so if you change an automation, Dispute updates on its own.
- If a rule is too complex to read, it assumes the earliest possible lock, so your team never gets more time than there really is.
How the time is split
- Your reviewer's time: by default, the 4 days before the lock. Any 4 days include at least 2 weekdays, so reviewers always have working time, even over a weekend.
- The agent's Please dispute by date: the lock minus the reviewer's time.
- Short windows: if tickets lock very soon after solving, there isn't room for both, so the time is split evenly and setup shows a warning.
Change the reviewer's time
- Open Dispute's Home tab and click ⚙️ Team settings.
- Next to When tickets lock, click Change.
- Choose 3, 5 or 7 days and save.
We recommend tickets lock at least 7 days after they're solved (Zendesk's default is 4). To change it in Zendesk, go to Admin Center → Objects and rules → Business rules → Automations and edit Close ticket 4 days after status is set to solved.