Automation
Automate repetitive tasks with configurable rules. Auto-close, reminders, and triggered actions keep your queue clean.
Hello, I need help with my order.
Inactivity Warning
This ticket will be automatically closed in 24 hours if no response is received. Reply to keep it open.
Last Activity
15 minutes ago
Auto-Close
In 24 hours
Reply or click Keep Open to reset the timer
Illustration only — actual interface and behavior may differ
The Auto-Close Lifecycle
From the moment a ticket goes quiet to the final transcript, every step is configurable and transparent.
Last Activity
The inactivity timer begins counting from the last message in the ticket. Any new message resets this timer to zero.
Reminder Sent
A friendly automated reminder is sent to the ticket, nudging the user to respond if they still need help.
Inactivity Warning
A clear warning message is posted: "This ticket will close in 12 hours." Users can click a button to keep it open.
Auto-Close Executed
The ticket is closed automatically. A transcript is generated, feedback is requested, and the log entry is posted to your channel.
All timings are fully configurable per topic. Set 2 hours or 7 days - you decide.
Auto-Close
Automatically close tickets after a configurable period of inactivity. Set different timers per topic with warning messages before closure.
Per-Topic Configuration
General Support
Close after 48 hours | Warn 12h before
Bug Reports
Close after 72 hours | Warn 24h before
Ban Appeals
Close after No auto-close | Warn --
Billing Issues
Close after 24 hours | Warn 6h before
Reminder Messages
Send automatic reminders to users or staff when a ticket has been open for too long without a response.
- Configurable trigger timing (e.g., after 12, 24, or 48 hours)
- Customizable message content with dynamic variables
- Interactive buttons for users to confirm they still need help
- Separate reminder schedules per ticket topic
- Reminder count tracked in analytics
Friendly Reminder
Hey Alex, we haven't heard from you in a while. Do you still need help with your issue?
Ticket
#0472 - Order Issue
Inactive For
12 hours
This is an automated reminder
Illustration only — actual interface and behavior may differ
Inactivity Warnings
Send a clear warning before auto-closing a ticket. Users can click a button to keep the ticket open and reset the timer.
Inactivity Warning
This ticket will be automatically closed in 12 hours unless you reply.
Last activity: 36 hours ago
Complete Close Workflow
When auto-close fires, the ticket goes through your full close workflow: transcript generation, DM delivery, log channel posting, and optional feedback collection. Nothing is skipped.
Ticket Auto-Closed
This ticket has been automatically closed due to inactivity. A transcript has been generated and saved.
Ticket
#0472 - Order Issue
Duration
2d 4h
Messages
8
Closed By
Auto-Close System
Transcript ID: tr_9c4b3e2a
Illustration only — actual interface and behavior may differ
Maintenance Integration
Combine auto-close with maintenance mode for seamless downtime management. Pause automation during maintenance periods.
- Toggle with a single command or from the dashboard
- Custom messages with expected return time
- Existing tickets remain active during maintenance
- Independent control for tickets and modmail
I'd like to open a support ticket please.
🔧 Support Unavailable
Our support system is currently undergoing scheduled maintenance. We'll be back shortly!
Expected Return
Today at 10:00 AM
Urgent Contact
support@example.com
We apologize for the inconvenience
Illustration only — actual interface and behavior may differ
When Automation Saves the Day
Real scenarios where automated workflows keep your support running smoothly.
Ghost Tickets
Users open tickets and never respond. Auto-close handles these automatically after your configured timeout, keeping your queue clean without staff intervention.
Staff Shortages
When your team is short-staffed, reminders nudge users to check if they still need help. Many resolve on their own, reducing the active queue naturally.
Scheduled Downtime
Running server maintenance or updating your bot? Enable maintenance mode to gracefully block new tickets and inform users when support will return.
40%
Less Manual Work
Tickets closed automatically
24/7
Always Running
Automation never sleeps
<1s
Response Time
Instant warning delivery
∞
Configurable
Per-topic timer settings
Full Automation Toolkit
Every automation feature you need to run hands-off support.
Inactivity Timers
Custom timeout per topic
Smart Reminders
Nudge inactive users
Warning Messages
Alert before closing
Timer Controls
Pause, reset, override
Auto-Transcripts
Transcript on every close
Maintenance Mode
Disable new tickets
Frequently Asked Questions
Yes, each topic can have its own inactivity timeout. Some topics may need longer response windows than others.
Yes, all automated actions are logged in the ticket and appear in transcripts, so you always know what happened.
Yes. Each ticket topic has its own auto-close configuration. You can disable it entirely for topics like ban appeals where extended wait times are normal.
The auto-close timer resets immediately when any message is sent in the ticket. The inactivity countdown starts fresh from zero.
No. Tickets placed on hold have their auto-close timers paused automatically. The timer resumes only when the hold is released.
Related Features
Logging
Every auto-closed ticket generates a full HTML transcript with delivery to DMs and log channels.
Learn moreAnalytics
Track auto-close rates, reminder effectiveness, and inactivity patterns across your topics.
Learn moreMaintenance
Take granular control over ticket and modmail systems with independent maintenance toggles.
Learn moreReady to Transform Your Support?
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