Auto-closing tickets
Move a ticket out of a waiting status after a set number of quiet days.
Settings → Auto-close
Moves a ticket out of a status (e.g. "Waiting on customer") after N days of silence — the complement to Escalation Rules, which watch the SLA clock and never change a ticket's status. This one moves the ticket. Checked every 5 minutes. Editing needs the auto-close permission.
What counts as “silence”
A ticket is a candidate once it's sat in From status longer than Inactivity threshold days — but a new comment resets that clock even without a status change. The rule checks whichever is more recent: the last comment, or the last status change.
What happens when it fires
- Ticket moves from From status to To status in the matching workflow.
- If To status is a final/Done-type status and the ticket wasn't already resolved, its resolved timestamp is set too.
- Optionally posts an internal comment explaining the move, attributed to Acting user.
- Assignee and reporter are notified; any configured outbound webhooks for ticket-updated/resolved fire too.
Scope
A rule applies to every ticket, across every project, that shares the rule's Workflow and currently sits in From status — not just one project. From and To must both belong to that workflow and must differ.