Learn how to have Keeping automatically close tickets with no activity.
What is Auto Close?
Auto Close automatically closes tickets that have had no activity for a set period of time. This helps keep your inbox clean by resolving stale conversations that no longer need attention.
Setting Up Auto Close
Go to Mailbox Settings and select a mailbox
Find the Auto Close setting
Choose a time period: 5, 10, 15, 30, or 90 days of inactivity
Click Save
Any ticket in that mailbox with no new messages for the chosen period will automatically be set to Closed.
Auto Close is configured per-mailbox, so you can set different thresholds for different shared inboxes. For example, you might auto-close after 5 days for a sales mailbox but 30 days for a support mailbox.
What Happens When a Customer Replies?
If a customer replies to a ticket that was auto-closed, the ticket will automatically reopen. Your team will see it back in the inbox as an open ticket, and any SLA rules will apply as normal.
