Home Conversation Closure: Handover (N2) and Retain (N1) How to set up automatic ticket closure in N1 (Ticket Resolver)

How to set up automatic ticket closure in N1 (Ticket Resolver)

Last updated on Jul 05, 2026

When to use

  • You want to define how much inactivity time passes before a ticket is closed by ClaudIA
  • You need to customize the closing message (with or without a feedback/CSAT request)
  • You want to avoid tickets staying open unnecessarily

Prerequisites

  • Administrator access to the project's Hub

About this article

Automatic closure defines the closing rules for tickets after ClaudIA's response, followed by a period of user inactivity. It ensures that unresolved tickets do not remain open unnecessarily and that the customer receives closing feedback.

Adjusting the settings

In ClaudIA → Configurações → Ciclo da Conversa → Resolução (Settings → Conversation Cycle → Resolution), in the Encerramento automático (Automatic closure) block:

"Encerramento automático ativo" (Automatic closure enabled)

Turns automatic closure of resolved tickets on/off.

"Minutos sem resposta" (Minutes without reply)

How many minutes ClaudIA waits, counting from the last message she sent to the customer, before closing the ticket when the user no longer replies.

If the Problem Resolved Checker (scheduled mode) is enabled, the counting changes: ClaudIA sends the verification question and the ticket is closed after the time configured in the Checker, counted from that question.

Closing messages

There are two types of configurable messages:

  1. Message without feedback — sent when the ticket is closed due to inactivity, without the customer having given any response.

  2. Message with feedback — sent when the customer gave a response before the closure: they confirmed the problem was resolved (via the Problem Resolved Checker) or answered the satisfaction survey (CSAT).

The choice between the two is made conversation by conversation. Even with the Checker or CSAT enabled in the project, a ticket closed due to pure inactivity receives the message without feedback — so write both messages with both scenarios in mind.

Fill in both messages. If either of them is left blank, ClaudIA closes tickets without sending any closing message.

In many cases the two messages can have the same content. But you can customize them independently for specific situations.

Changes in the Resolução (Resolution) subsection are saved together via the subsection's own Salvar (Save) button.

Notes