Available in DoubleScale Pro.
Auto-close keeps your queue honest: tickets that have gone quiet for a configurable number of days are closed automatically in the background, so the inbox reflects work that’s actually live.
How It Works
A background job runs on a schedule and looks for active tickets (Open, Pending, or Resolved) with no activity for longer than your inactivity window. Matching tickets are moved to Closed. The job processes tickets in chunks, so even large backlogs close safely without slowing your site.
A ticket closed by auto-close reopens like any other closed ticket if the customer writes back — nothing is lost.
Settings
Find these under Support → Settings → Auto-Close:
| Setting | Default | What it does |
|---|---|---|
| Enabled | Off | Master switch. Auto-close does nothing until you turn it on. |
| Inactivity window | 15 days | How long a ticket must sit without activity before it’s eligible. Anything from 1 day up. |
| Skip tickets waiting on an agent | Off | When on, tickets whose last message came from the customer are exempt — silence on your side never closes a ticket the customer is waiting on. |
| Include tags / Exclude tags | — | Restrict auto-close to tickets whose contact carries certain tags, or shield tagged tickets from it (e.g. exclude vip). |
| Silent mode | Off | When on, the customer gets no “ticket closed” notification email. |
| Closing note | Off | Optionally append a message when closing — either as an internal note (team-only) or a reply (sent to the customer), with custom text. |
Good Defaults
- Start with a generous window (15–30 days) and Skip tickets waiting on an agent turned on.
- Use a closing reply like “We haven’t heard back, so we’re closing this ticket — just reply to reopen it.” so customers know the door is still open.
- Exclude tags for accounts that should never be auto-closed.