What is Auto-Close?
Auto-close automatically changes the status of tickets that have been inactive for a specified period. This helps keep your inbox focused on active conversations and ensures your metrics reflect real workload.
Setting Up Auto-Close
- Go to Settings → Automations → Auto-Close
- Enable auto-close
- Set the inactivity period (e.g., 7 days, 14 days, 30 days)
- Choose which ticket statuses are eligible (e.g., only "Pending" tickets)
- Optionally configure a notification before closing
- Save your settings
Configuration Options
- Inactivity period — How long a ticket must be inactive before auto-closing
- Eligible statuses — Which statuses trigger auto-close (e.g., Pending, Open)
- Warning notification — Send the customer a heads-up before closing
- Channel filters — Apply different rules per channel
- Label exclusions — Exclude tickets with certain labels from auto-close
Reopening Auto-Closed Tickets
If a customer replies to an auto-closed ticket, it automatically reopens and returns to the inbox. No manual action needed.
💡 Tip: Start with a longer inactivity period (e.g., 14 days) and adjust based on your support patterns. Review auto-closed tickets periodically to ensure nothing important was missed.