Automatic Ticket Close contains NO defaults that would close tickets. You must EXPLICITLY configure the extension to close tickets automatically. To get started go to Tickets->Settings->Auto Close.
You will see a blank section titled “Add New Warning Message”. This is the first email message that will be sent to warn the user that the ticket will be closed.
Fill in the fields using the following guidelines:
After filling in the fields, make sure you click the Add Warning button to save the entry.
Note that to add your 2nd email you need to scroll to the BOTTOM of the screen to find the Add New Warning Message section.
Below the emails you have configured is a section called Cron. This is where you configure how often this extension searches for tickets that are inactive.
Most users will set the Cron Recurrence field to Once Daily. For most workflows there’s no need to check tickets more than once or twice per day. However, if you have a large volume of tickets you can set it to once hourly.
The other fields in this section are there to help our support agents with debugging issues.
Don’t forget to click the Save Changes button after making changes!
These tags can be used in the subject line as well as the body of the email:
{ticket_id}, {site_name}, {agent_name}, {agent_email}, {client_name}, {client_email}, {ticket_title}, {ticket_link}, {ticket_url}, {date}, {admin_email}, {message}, {satisfaction_survey_link}, {satisfaction_survey_url}
Here are some emails you could configure:
Subject:
Ticket # {ticket_id} about to be closed…
Body:
Hi {client_name},
Your support ticket (#{ticket_id}) has been idle for more than 5 days. It will be closed soon.
To add additional comments, follow the link below:
{ticket_link} / {ticket_url}
Your Initial Message
{message}
Subject:
Ticket # {ticket_id} has been closed due to inactivity…
Body:
Hi {client_name},
Your support ticket (#{ticket_id}) has been idle for more than 7 days. It has been closed because there has been no additional activity on it. Thank you very much for being a customer. You will soon receive a survey to rate our performance on this ticket – we would appreciate it if you could take 30 seconds to provide feedback so that we can continue to improve our service.