Announcing changes to the ticket-closing default automation

Announced on | Rollout starts | Rollout ends
September 4, 2025 | September 22, 2025 | September 26, 2025

In order to improve performance and accuracy for both agents and administrators, Zendesk is moving the existing default automation, Close ticket 4 days after status is set to solved, from its current system to a new mechanism that closes tickets at any time once a ticket has met the automation’s conditions. This only impacts this default automation, all other automations remain unchanged.

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Zendesk is changing how the default automation Close ticket 4 days after status is set to solved behaves. Instead of only acting on tickets at the top of the hour, this automation will now close tickets throughout the day as it finds tickets that are eligible based on the automation configuration. Tickets will continue to be closed after the period defined in each account’s solved-to-closed automation settings.

Why is Zendesk making this change?

We are moving the automation to continuous processing to improve timeliness, accuracy, reliability and ultimately improve efficiency across the Zendesk product.

The key benefit is processing cadence. Eligible tickets will now be closed continuously as they meet the criteria rather than only at the top of each hour.

What do I need to do?

This change is applied to all accounts automatically. No customer action is required. However, administrators and developers should be aware that ticket closures occur continuously rather than only at the top of the hour.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.