Workflow: How to solve a ticket automatically after a certain amount of time

This article explains how to automatically set tickets to solved if you don't receive a response from the user after a few days. You can automate the process to solve tickets with automations.
Note: If you use the messaging channel to communicate with your users, you can also configure notifications and solve tickets automatically through messaging inactivity reminders instead of this automation workflow. The workflow includes these steps:
Step 1: Create an automation
Step 2: Create a view to ensure the automation solves tickets
Step 1: Create an automation

Create a new automation


Under Meet all of the following conditions, add these conditions:


Ticket: Status category | Is | Pending The automation checks only tickets marked as pending


Ticket: Hours since update | Greater than | 48


Ticket: Hours since status category pending | Greater than | 48 The Hours since update condition counts from the last update in the ticket. The Hours since status category pending condition targets tickets in a default or custom pending status in this state for more than two days.


Ticket: Tags | Contains none of the following | ticket_solver The Ticket: Tags condition guarantees that the automation runs only once in a ticket and the same automation won't update it again


You can add tags, set users and groups, or target specific tickets to optimize your conditions.


Under Perform these actions, add these actions:


Ticket: Add tags | ticket_solver


Notifications: User email | (requester and CCs) | Add your custom email subject and body. This action notifies your users of the ticket closure.


Ticket: Status category | Solved




Click Create automation


Step 2: Create a view to ensure the automation solves tickets

Create a ticket view


Under Tickets must meet all of these conditions to appear in the view, add these conditions:


Tags | Contains at least one of the following | ticket_solver


Status category | Is not | New




Click Save
The view displays tickets tagged with ticket_solver. The tag tracks tickets that the automation solves in a view.


Note: In accounts with custom ticket statuses deactivated, use the Ticket: Status and Ticket: Hours since pending categories for the automation, and Status for the view condition. For more details about automations, see About automations and how they work.
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What is the automation workflow for solving inactive tickets? How
do time-based rules automatically close pending tickets? Why should
I use reminders to solve uncompleted customer requests?


How do I create an automation to solve unreplied tickets? How do
I set up a time-based rule for inactive requests? How do I configure
a reminder to close pending progress states?


Create a new automation.

Under Meet all of the following conditions,
add these conditions:


Ticket: Status category | Is
| Pending


Ticket: Hours since update |
Greater than | 48


Ticket: Hours since status category pending
| Greater than | 48


Ticket: Tags |
Contains none of the following |
ticket_solver




Under Perform these actions, add these actions:


Ticket: Add tags | ticket_solver


Notifications: User email |
(requesters and CCs) (Add your custom
email subject and body)


Ticket: Status category | Solved




Click Create automation.



How do I create a view to track automatically solved tickets? How
do I set up an agent inbox view for the ticket solver tag? How do
I configure dashboards to monitor automated state updates?


Create a ticket view.

Under
Tickets must meet all of these conditions to appear in the view,
add these conditions:


Tags |
Contains at least one of the following
| ticket_solver


Status category | Is not
| New




Click Save.



Can I automatically solve tickets through the messaging channel?
Can unreplied messaging conversations close automatically without
time-based rules?


Yes. If you use the messaging channel to communicate with your customers
or end users, you can configure notifications and solve tickets automatically
through messaging inactivity reminders instead of using this automation
workflow.


What are the limitations of the hours since update condition? What
are the plan restrictions for custom ticket statuses in automations?


The Hours since update condition starts counting
strictly from the last update in the ticket. In accounts with custom
ticket statuses deactivated, you must use the
Ticket: Status and
Ticket: Hours since pending categories for the automation
setup, and Status for the view condition.


