Plan requirement
| Subscription | Any plan |
| Access | Admin |
Solved tickets are closed by an automation, and the period you choose decides how long customers can reopen a conversation.
Change the period
- Open Admin Center, then Objects and rules, then Automations.
- Find the automation that closes solved tickets.
- Edit the hours-since-solved condition.
- Save.
What you are actually choosing
While a ticket is solved, a customer reply reopens it. Once closed, a reply creates a follow-up ticket instead, with a new number and, by default, no assignee from the original.
So the period is how long someone has to come back to the same conversation and the same agent.
Choosing it from evidence
You can look this up rather than guess. Report on how long after being solved your tickets are reopened. Most cluster in the first few days; the tail tells you where to draw the line.
A period covering the great majority of genuine reopens is right. Going far beyond that only keeps solved tickets hanging around.
Do not set it very short
Under a few days and customers who reply on Monday about Friday's ticket get a follow-up ticket that lands somewhere unexpected, and their history looks fragmented to whoever picks it up.
The related setting
Whether follow-up tickets keep the original group and assignee. If you close quickly, turn that on. It costs nothing and means the specialist who helped last week gets the question again.
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