When to use
- You want to automatically close tickets with no activity after X hours
- You need to understand under which conditions a ticket is closed vs. kept open
- You are investigating why a ticket was not closed automatically
Prerequisites
- Be logged in as an administrator
About this article
The platform offers an automatic ticket resolution feature that allows the recurring closing of inactive conversations, based on configurable conditions and time periods.
Where to configure
Step 1 — Access Account Settings
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Go to Settings → Account Settings
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Locate the field After how many hours should a ticket resolve itself if there is no activity
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Set the number of hours of inactivity after which tickets should be resolved
The setting applies to all tickets that meet the conditions below.
Conditions for automatic resolution
A ticket will only be resolved automatically if all of the following conditions are met:
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The ticket status is Open
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The last message in the conversation is from an agent or an automation — automated messages also restart the countdown. Internal/private notes and follow-up messages do not restart it
Statuses that do NOT allow automatic resolution
Tickets in Pending or Snoozed status are not resolved automatically.
If these tickets are reopened, the time configured for auto-resolution starts counting from the reopening date.
Notes
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To configure name/language and the automatic resolution time: How to configure account language and automatic ticket resolution
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To understand how CSAT is triggered when the ticket is resolved: How to configure CSAT per channel and view results
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To understand what each ticket status means: Ticket statuses in Cloud Chat