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 > Business rules > Automations.
- Open Close ticket 4 days after status is set to solved.
- Edit the hours-since-solved condition.
- Save.
What you are 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.
There is a ceiling anyway, and it settles the argument about the number: a solved ticket is closed automatically 28 days after it was solved, whatever your triggers and automations say. So the choice is a period somewhere under four weeks, not an open question.
You can retime it, not remove it
This automation cannot be deactivated or deleted. Whatever you set, solved tickets will close; the only thing in your hands is when, anywhere from an hour up to the 28-day ceiling.
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. A closed ticket cannot be reopened by anybody, the customer included; a follow-up is the only route back.
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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