Auto close stale tickets

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

1. Go to Mailbox Settings and select a mailbox

2. Find the Auto Close setting

3. Choose a time period: 5, 10, 15, 30, or 90 days of inactivity

4. 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.