Auto-closing automatically closes old cases according to the time limits you set. Old queries are separated from new ones in the same message thread, allowing supervisors to track the agents’ productivity.

Once the autoclosing runs the system generates a new case for the next incoming message from a customer. Once a new case is open, New FRT and RT starts to count.

The agents do not have to think about manually opening new cases in Direct Messages threads anymore;) Autoclosing is also a prerequisite for the Satisfaction Survey, they work closely together 😊

Let’s set up the autoclosing together! In our example, we will be setting up 24h but you can adjust the time based on your needs

Triggers

First, we have to set up when does the autoclosing run. We do so by creating the trigger. Click Add in the settings/ automation/ Triggers. Choose the name, the event “case status changed” and the delayed execution to 86400 (24h). That’s where we say, how long the case should be in the status for it to close.

Now we will set up the conditions for the autoclosing. That means, which cases will the autoclosing affect. Go to conditions and specify the channel and case status you want to set as closed (resolved).

And then the case status update time = is older than 1 day (in here we have the same timeframe as in the delayed execution)

Once we have the conditions of the trigger we have to also set up the delayed conditions in the same way we have set up the conditions of the trigger.

Job

Now we need to say what happens when the conditions are met.

In the automation/ Jobs we create a new job.

Name it and choose the “change case status” action. Then choose the closed status. It is the status we change to.

And the last step is connecting the two together! Back in Triggers click the jobs.

Then select the correct job and hit the Add button.

Don’t forget to Activate the trigger!

Now your cases will turn closed after 24 hours automatically! 😊

Feeling a little lost? Reach out to our support heroes for guidance