Workflow Ticket | Automatically close resolved tickets after 36 hours
Use the Automatically close resolved tickets after 36 hours workflow
Goal
Automatically close tickets when:
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Ticket status = Resolved
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No customer reply occurs after resolution within 36 hours
If a reply is received after resolution, the ticket remains open.
Workflow Configuration
Enrollment Triggers
Ticket-based workflow
Conditions:
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Ticket status is Resolved (Support Pipeline)
Re-enrollment
Enable:
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Ticket status
Reason:
Each time a ticket moves back to Resolved (reopen → resolve), the workflow should run again.
Delay Logic
Grace Period
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Delay for 36 hours
Purpose:
Allow time for customer follow-up replies before auto-closing.
Reply Check
Branch Criteria
Reply received after resolution:
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Last customer reply date is known
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Last customer reply date is after Date entered "Resolved (Support Pipeline)"
If true:
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End (leave ticket open)
If none met:
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Set Ticket status to Closed
Behavior
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No reply → ticket closes
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Reply before resolution only → ticket closes
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Reply after resolution → ticket stays open
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Reopen and resolve again → workflow runs again
Notes
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Uses date comparison ("is after"), not "was updated after"