Support → Email Notifications → Automatic Close Tickets
It’s important to notify customers before closing the abandoned tickets. This is the email notification that will be sent to customers before closing the ticket.
This notification reminds the customer about inactive tickets and eventually increases customer engagement. You can set more than one notification if needed. If the customer responds to the ticket then that ticket will not be considered for auto close.
Give a suitable title for the email notification.
Days Before Closing
Define the number of days on which the email notification will be sent to the customer before closing the ticket.
Give a suitable subject for the email notification.
You can create a customized email notification with the help of macros. Macros are available for the default and custom fields like customer name, subject, category, ticket history and etc.