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
- Open Settings (the gear icon) → Tickets → Automations. This tab is owner-only.
- Check “Automatically close tickets with no response.”
- 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).
- Optional: check “Email the customer when their ticket is auto-closed” to let them know when it happens.
- 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.”
- 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.