The Auto-Close agent

Open tickets that no one has replied to in days clutter your queue and hide the tickets that need you. The Auto-Close agent closes tickets that have gone quiet, so your open list reflects real, active work.

How it works

The agent looks for tickets with no reply for a configurable number of days (default 7).

It closes them and records the action in the Activity queue.

Each closed ticket is independently reopenable: click Reopen ticket on its activity entry and it returns to its previous status.

The system records that the ticket was closed by automation, so it's always clear a human didn't close it.

Configuring it

Open Agents → Auto-Close, toggle it On, and set the inactivity window (in days). Save your changes.

Reversing a close

Made a mistake, or a customer replied late? Go to Agent activity, find the "Closed stale ticket" entry, and click Reopen ticket. Nothing is lost.