Have you ever encountered such a situation: your customers never go back to reply to your reply? You may want to remind them that the ticket is waiting for their response. If the customer still does not return after receiving the reminder, please close the ticket after x days.
This is EXACTLY the same product as distributed by the developer. Sales Page
Inactivity-Based Closure: Automatically changes a ticket’s status to “Closed” after a user-defined number of days of inactivity ($x$ days).
Status Filtering: You can specify exactly which ticket statuses (e.g., “Awaiting Customer Reply”) the automation should monitor.
Warning Notifications: Sends one or multiple automated reminder emails to the customer before the ticket is officially closed.
Customizable Templates: Full control over the content of both the warning emails and the final closure email.
Closure Reason: The system can automatically add a final note or “Close Reason” to the ticket thread upon execution.
| Feature | Details |
| Plugin Type | Premium Add-on (Requires SupportCandy Core Plugin) |
| Current Version | 3.1.0 (as of late 2025) |
| Inactivity Logic | Based on the last update timestamp (reply or status change) |
| Exclusions | Option to skip closure for specific tags, agents, or departments |
| Reopening | Can be configured to allow or block customer replies after auto-closure |
| Logs | Maintains a record of sent reminders and auto-close actions for audit |
You can manage these settings by navigating to Support → Settings → Automatic Close Tickets:
Ticket Status to Check: Choose which statuses are eligible (e.g., Pending, On Hold).
Age (Days): The threshold of inactivity before the ticket closes.
Close Status: Define which status the ticket should move to (usually Closed or Resolved).
Reminder Schedule: Set how many days before closure the warning email should trigger (e.g., send a warning at 7 days of inactivity, then close at 10 days).
Without this add-on, helpdesks often become cluttered with hundreds of “zombie” tickets that agents have responded to but customers never officially closed. This automation ensures your Active Tickets view only contains issues that actually require attention.
