Automatic Close Tickets – SupportCandy https://supportcandy.net The most reliable customer support plugin and ticket system for WordPress Thu, 20 Aug 2026 05:08:08 +0000 en-US hourly 1 https://wordpress.org/?v=7.1.4 https://supportcandy.net/wp-content/uploads/2022/07/cropped-logo-32x32.png Automatic Close Tickets – SupportCandy https://supportcandy.net 32 32 General settings https://supportcandy.net/docs/act-general-settings/ Fri, 29 Jul 2022 08:43:57 +0000 https://supportcandy.net/?post_type=docs&p=286432
Overview

The Automatic Close Tickets add-on automatically closes inactive tickets after a defined period.
You can select specific ticket statuses and set the number of inactive days before closing. The add-on can also send an email notification before closing a ticket.

Where to Find

Go to Support → Settings → Automatic Close Tickets.

Automatic close ticket general settings
How It Works

The add-on checks tickets with the selected statuses for inactivity.
When a ticket reaches the configured inactivity period, the system changes its status to the selected Close Status.

Options / Settings

Ticket Status to Check for Auto-Close
Select the ticket statuses that should be checked for automatic closing.
Tickets with the selected statuses are closed after the configured number of inactive days.

Age (days)
Set the number of inactive days after which a ticket should be automatically closed.
For example, enter 10 to close tickets after 10 days of inactivity.

Close Status
Select the ticket status to assign when a ticket is automatically closed.
You can add or manage close statuses from:
Support → Ticket List → More Settings → Advanced

Notes / Tips
  • Select only the ticket statuses that should be automatically closed.
  • Set an appropriate inactivity period before closing tickets.
  • The add-on sends an email notification before closing tickets when configured.
  • Use Close Status to control the status assigned to automatically closed tickets.
]]> Email notification templates https://supportcandy.net/docs/act-email-notification-templates/ Fri, 29 Jul 2022 08:44:15 +0000 https://supportcandy.net/?post_type=docs&p=286434
Overview

The Automatic Close Tickets add-on allows you to send email notifications to customers before their inactive tickets are automatically closed.
You can create multiple notification templates and configure when each notification should be sent before the ticket is closed. If the customer replies to the ticket, the ticket is no longer considered for automatic closing.

Where to Find

Go to Support → Email Notifications → Automatic Close Tickets.

Automatic close ticket notification
How It Works

The system checks tickets that are eligible for automatic closing and sends the configured email notification before the ticket reaches the auto-close period.
You can create multiple notifications with different Days Before Closing values. For example, you can send one reminder 3 days before closing and another 1 day before closing.
If the customer responds to the ticket, the ticket is no longer considered for automatic closing.

Options / Settings

Title
Enter a title to identify the email notification template.

Days Before Closing
Specify how many days before the ticket is automatically closed the notification should be sent.

Subject
Enter the subject of the email notification.

Body
Create the email notification content using available macros.
Macros can be used to insert ticket and customer information, including:

  • Customer name
  • Ticket subject
  • Ticket category
  • Ticket history
  • Default ticket fields
  • Custom ticket fields

Use the available macros to personalize the notification and provide relevant ticket information to the customer.

Add new automatic close ticket notification template
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