Auto-close Tickets - Zoho Desk Knowledgebase

How to close tickets automatically?

Using Supervisor rules, you can have Zoho Desk close tickets automatically after a certain period or when their status is changed. This means your agents won't have to lift a finger to remove old tickets out of their queue. It is particularly useful if you choose to close solved tickets after a certain number of days or have tickets waiting indefinitely for customer response or receive automated emails that create unwanted tickets in your help desk.

Now, let's have a look at the steps for creating a new Supervisor rule to auto-close tickets:
  1. Click the Setup icon (  ) in the top bar.
  2. In the Setup Landing page, click Supervise under Automation.
  3. In the Supervisor Rules List page, select the Department from the drop-down menu.
  4. Click Create Rule in the upper right area.
  5. In the New Time-based Rule page:
    1. Enter a name for the rule and specify whether the elapsed time should be measured in business or calendar hours.
    2. Click Next.
  6. In the Criteria section:
    1. In the first field, select Status.
    2. In the Condition field, select is OPEN.
    3. The Value field gets auto-filled with all statuses in the open state.
    4. Click the plus sign below the condition statement to add an AND condition.
    5. In the first field, select Hours since requester responded.
    6. In the Condition field, select is greater than.
    7. In the Value field, enter the time period when the ticket should be closed, say, 48.
    8. Click Next.
  7. In the Actions section:
    1. Click the plus sign (  ) and select New corresponding to Field Updates.
    2. In the following window, enter a name and description for the assignment value.
    3. Select Status as the field to be updated and select Closed as its value.
    4. Click Save.
  8. Click Save again, to save your new rule.
This rule will check for the status of the ticket and also check for how long it has been since the customer has responded and set its status to Closed.

Tips:
  1. Use the condition - hours since ON HOLD to close tickets that have been waiting on 3rd parties for an extended time.
  2. Specify additional criteria to limit the scope of the rule to attributes such as subject, email, contact name, etc.
  3. Send customers a notification email when either the inactivity or closure threshold has been met.
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