What is it?
Agent Ticket Auto-Close Rules help manage ticket resolution efficiently by automatically closing inactive conversations. This ensures that unresolved tickets don’t pile up, keeping the ticketing system organized and up to date.
How it Works:
Inactivity in a ticket is categorized based on the last response:
- Agent Inactivity → The last response in the ticket is from the customer, but no agent has responded within the set duration.
- User Inactivity → The last response in the ticket is from the agent, but the customer has not replied within the set duration.
This classification ensures that tickets remain active only when necessary and get closed if there's no further engagement.
Why Enable Auto-Close for Tickets?
On WhatsApp, a customer can engage in only one conversation/session at a time, which can be either:
- Bot Ticket – Automated responses handled by the bot.
- Agent Ticket – A direct, one-on-one interaction with an agent.
Once a customer enters agent chat, the bot is suppressed, meaning:
- The bot stops responding.
- If the customer sends a "Hi" or clicks a button, they may receive no response if no agent is available.
- Without auto-close, unresolved or inactive tickets pile up, making it difficult to manage conversations.
By automatically closing inactive tickets, businesses can:
✅ Prevent clutter in the inbox.
✅ Ensure timely ticket resolution.
✅ Improve operational efficiency.
Configurable Auto-Close Timing
Businesses can customize auto-close durations to suit their workflow. The system will automatically move inactive tickets to "Closed" after the set duration.
1. Agent Inactivity (No Agent Response)
If the last response was from the customer and no agent replied within the specified time, the ticket moves from Open, Pending, or Resolved → Closed
Channel | Minimum Timeout | Maximum Timeout | Default Timeout |
WhatsApp | 5 minutes | 48 hours | 4 hours |
Instagram | 5 minutes | 24 hours | 4 hours |
Email | 1 hour | 4 days | 2 days |
2. User Inactivity (No Customer Response)
If the last response was from the agent and the customer hasn’t replied within the set time, the ticket will be closed based on its status:
- Open, Pending → Closed
- Resolved → Closed
Channel | Minimum Timeout | Maximum Timeout | Default Timeout |
WhatsApp | 5 minutes | 24 hours | 1 hour |
Instagram | 5 minutes | 24 hours | 1 hour |
Email | 1 hour | 4 days | 3 days |
Channel | Minimum Timeout | Maximum Timeout | Default Timeout |
WhatsApp | 5 minutes | 24 hours | 30 minutes |
Instagram | 5 minutes | 24 hours | 30 minutes |
Email | 1 hour | 4 days | 1 day |
Summary:
✅ Agent Inactivity – If an agent doesn’t respond, tickets auto-close.
✅ User Inactivity – If a customer doesn’t respond, tickets auto-close.
✅ Configurable Durations – Businesses can set custom timeouts for WhatsApp, Instagram, and Email.