📂 Category: Support
In Buscoou PRO, you can configure the system to automatically close inactive tickets after a specified period. This helps to keep your support queue clean and ensures that unresolved tickets don’t remain open indefinitely.
1️⃣ Enabling Auto-Close for Tickets
1️⃣ Navigate to Settings → System Settings → Automation → Support Tickets.
2️⃣ Locate the option "Auto-close tickets after (hours)".
3️⃣ Enter the number of hours after which inactive tickets should be closed.
- Example: If you set this to 48 hours, tickets with no new replies for 48 hours will be automatically closed.
🛑 Important: Only tickets with the following statuses will be auto-closed:
✅ Open
✅ Answered
✅ Custom statuses (configured in Settings → Support → Ticket Statuses)
2️⃣ Notifying the Customer When a Ticket is Auto-Closed
- By default, Buscoou PRO will send an email to the customer when their ticket is automatically closed.
- To customize this email:
- Go to Settings → Email Templates
- Find the template named "Auto-Close Ticket"
- Modify the email content to fit your company's communication style.
- You can also disable this email if you don’t want customers to receive a notification when their ticket is closed.
3️⃣ Disabling the Auto-Close Feature
- If you don’t want tickets to be closed automatically, go to:
Settings → System Settings → Automation → Support Tickets - Set the "Auto-close tickets after (hours)" value to 0 to disable this feature.
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