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 hear back 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 the steps below:

Step 1: Create an automation

Step 2: Create a view to track solved 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 starts 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 on a ticket, and the same automation doesn'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 track solved 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 with the ticket_solver tag. The tag tracks the 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.