Automatically close idle tickets

Auto-close closes Open tickets that have been sitting in Later, waiting on a customer response, for longer than you’re willing to keep them open — so your queue doesn’t fill up with conversations nobody is ever coming back to.

Turn it on#

1. Open Settings (the gear icon) → Tickets → Automations. This tab is owner-only.
2. Check “Automatically close tickets with no response.”
3. Set “Days without a response” to a number from 1 to 365 — how many days an Open ticket can sit waiting on the customer (in Later, not Now) before it’s closed automatically. This never touches tickets that still need an agent (Now).
4. Optional: check “Email the customer when their ticket is auto-closed” to let them know when it happens.
5. If you enabled that email, write the “Email message” that goes with it, up to 2000 characters — for example, “We haven’t heard back, so we’ve closed this request. Reply any time to reopen it.”
6. Click Save. “Saved.” confirms it.

How it actually behaves#

• Only tickets in Later (waiting on the customer, with no active snooze) are eligible. A snoozed ticket is exempt until it wakes, even past the day limit.
• The check runs on a periodic sweep, not the instant a ticket crosses the day threshold, so a closure can lag slightly behind the exact day count.
• Replying to the auto-close email — or to the ticket itself — reopens it automatically, exactly like any other customer reply on a closed ticket.
• Turning this off, or raising the day count, only affects future sweeps. It never reopens tickets that are already auto-closed.

Related articles#

• Ticket statuses explained
• Snooze a ticket until later