How to automatically close Helpdesk tickets after customer inactivity
Learn how to automatically close Klaviyo Helpdesk tickets after a set period of customer inactivity. By setting up ticket auto-close, you can streamline your support workflow and keep your Inbox organized.
About auto-close
Auto-close lets you define how long a ticket stays open if a customer hasn’t replied. Once your specified inactivity period is reached, Klaviyo will automatically close the ticket.
This setting applies to all ticket types (i.e., email, SMS, and web chat), and also works for tickets being handled by the AI Service Agent, if enabled.
Set up ticket auto-close
- Navigate to Conversations > Inbox.
- Click Settings.
- Make sure you are on the General tab.
- Under Ticket auto-close, select On.
- Set the Inactivity period to determine how long to wait before closing a ticket without a customer response. You can set a period from 1 to 90 days.
- Tip: The default is 2 days, but choose a timeframe that matches your typical customer response patterns to avoid closing tickets too soon.
- Click Save.
When a ticket is auto-closed, its status automatically changes to Closed. You will also see a notice in the ticket thread: “Ticket closed due to inactivity.”
You can still access closed tickets by filtering the All tickets view to Closed.
FAQs about auto-closed tickets
If I re-open a closed ticket, does the auto-close period reset?
Yes. If a closed ticket is re-opened, the inactivity timer restarts once the customer replies. Auto-close will apply again if the customer does not respond within your set period.
Note that web chat tickets cannot be reopened once closed. Only email and SMS tickets can be reopened. Learn more about ticket reopening by channel.
Will snoozed tickets be auto-closed?
Yes. Snoozed tickets can still be auto-closed if the inactivity window is reached and the customer hasn’t replied.
What if a customer is typing when the timer expires?
Auto-close will be delayed for a few minutes if a customer is actively typing, giving them a chance to send their message.
Do human agent or AI Agent messages reset the inactivity window?
No. Only customer replies reset the inactivity timer. The timer starts after the agent or AI Agent’s last message and will auto-close the ticket if the customer hasn’t replied within the set window.
Additional resources
- Guide to Klaviyo Helpdesk
Learn about Klaviyo Helpdesk, which helps you manage support conversations across all channels, powered by the data you already have in Klaviyo.
- How to change your notifications for new Inbox Helpdesk
Learn how to change your notification settings for new tickets in Klaviyo Helpdesk. You can enable notifications to help you keep track of new tickets.
- Getting started with web chat
Learn about web chat, which is a 2-way communication channel you can add to your website. Web chat can be set up on its own for you to use with Customer Agent and Helpdesk, but it's also designed to be a seamless part of Customer Hub. Web chat allows your business to engage in live, personalized conversations with visitors on your website so they can easily get answers to their questions or assistance with issues.