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

This article is a tutorial on how to automatically set tickets to solved, if you do not hear back from the user after a few days. It is possible to automate the process of solving 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 using this automation workflow.

The workflow includes the steps below.

• Step 1: Create an automation
• Step 2: Create a view to ensure tickets are being solved

Step 1: Create an automation

1. Create a new automation
2. Under Meet all of the following conditions, add the below conditions:
   
   • Ticket: Status category | Is | Pending
     Only the tickets marked as pending are checked by the automation
   • Ticket: Hours since update | Greater than | 48
   • Ticket: Hours since status category pending | Greater than | 48
     The Hours since update condition starts counting from the last update in the ticket. The Hours since status category pending condition targets tickets in a default or custom pending status that are 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 it won't be updated again by the same automation
   You can add tags, set users and groups, or target specific tickets to optimize your conditions
3. Under Perform these actions, add the actions below:
   • 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
4. Click Create automation
   

Step 2: Create a view to ensure tickets are being solved

1. Create a ticket view
2. Under Tickets must meet all of these conditions to appear in the view, add the below:
   • Tags | Contains at least one of the following | ticket_solver
   • Status category | Is not | New
3. Click Save
   The view displays tickets that are tagged with ticket_solver. The purpose of the tag is to track the tickets that are solved by the automation 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 the article: About automations and how they work.

THIS SECTION IS AI CONTENT. DON'T EDIT OR DELETE.

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?

This workflow uses a time-based rule or reminder to automatically set tickets to solved if you do not hear back from the customer or user after a few days. Automating the process saves time and handles ticket status or progress updates without manual intervention.

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?

1. Create a new automation.
2. 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
3. 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
4. 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?

1. Create a ticket view.
2. 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
3. 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.