How to Set Auto-Close Rules
Updated April 18, 2026
Auto-Close Rules automatically close tickets after a set period if there is no activity. This helps keep your ticket queue clean and ensures resolved tickets don’t stay open unnecessarily.
Before You Begin
- Make sure your team is using Resolved status properly
- Decide how long tickets should stay open before closing
- Identify any tickets that should be excluded (e.g., high priority)
Steps
- Log in to Synclo
Sign in and open your dashboard. - Go to Ticketing & Helpdesk
From the sidebar, open the helpdesk module. - Open Automation
Click on Automation to access ticket rules and workflows. - Click on Auto-Close Rules
Navigate to the section where closing rules are managed. - Click Create Rule
Add a new rule to define when tickets should close automatically. - Enter a Rule Name
Give your rule a clear name (e.g., “Close after 3 days of inactivity”). - Set the Trigger Condition
Choose when the rule should apply, usually when a ticket status is set to Resolved. - Define the Time Delay
Select how long the system should wait before closing the ticket
(for example: 24 hours, 72 hours, or 7 days). - Add Conditions or Exceptions (Optional)
Set rules such as:- Exclude high-priority tickets
- Apply only to specific teams or categories
- Enable the Rule
Turn the rule ON to activate it. - Click Save Changes
Save your configuration to apply the auto-close behavior.
What Happens Next
- Tickets marked as Resolved will automatically move to Closed
- This happens after the selected time if there is no reply or activity
- Your ticket queue stays clean and up to date
Quick Tips
- Start with a longer delay (48–72 hours) to avoid closing too quickly
- Make sure customers have enough time to respond before closure
- Review rules regularly to match your support workflow