The auto-close feature automatically closes tickets that have been in Answered status for a set number of days with no customer reply. This keeps your ticket queue clean.
Enabling Auto-Close
- Navigate to Setup → Settings → Support.
- Find the Auto Close Ticket option and enable it.
- Set the number of days after which an answered ticket is auto-closed.
- Click Save.
How It Works
Each time the cron job fires, AlgoSphere checks all tickets with an Answered status. If a ticket has had no new customer reply for the configured number of days, its status is automatically changed to Closed and a closure notification is sent to the customer.
Auto-close depends on the cron job running. See the Cron Job Setup guide.
Customer Notification
When a ticket is auto-closed, AlgoSphere sends the customer an email notification using the Ticket Closed email template. Customers can reply to re-open the ticket if needed.
Reopening a Closed Ticket
Customers can reply to the auto-close email or log into the portal and click Reopen. Staff can also manually change the status back to Open from the admin panel.
Set the auto-close window to 3–7 days — long enough for customers to respond, short enough to keep the queue clean.