Smart Support – Auto-Close Alert adds customizable email templates for inactive ticket warnings and auto-close notifications. These templates help you communicate clearly with customers before and after an inactive ticket is closed.
You can manage these templates from: Smart Support > Settings > Email
Email Templates Added by Auto-Close Alert
Auto-Close Alert adds two templates to the Smart Support email template grid:
- Auto-Close Warning
- Ticket Auto-Closed (customer)
Each template can be enabled, edited, and customized to match your support policy and brand voice.
Auto-Close Warning Template
The Auto-Close Warning template is used for warning reminders sent before an inactive ticket is automatically closed.
This template is used by the warning slots configured in: Smart Support > Settings > General > Ticket Closing
A good warning email should tell the customer:
- Which ticket is scheduled to close
- Why the ticket is being closed
- How much time remains before closure
- How to return to the ticket if they still need help
Ticket Auto-Closed Customer Template
The Ticket Auto-Closed (customer) template is sent after a ticket has been automatically closed.
When this template is enabled, it replaces Smart Support’s default plain auto-close customer email with your customized template.
A good auto-closed email should tell the customer:
- The ticket has been closed due to inactivity
- Which ticket was closed
- What they can do if they still need assistance
- Where they can view the ticket
Extra Template Tags
Auto-Close Alert adds extra template tags that can be used in the subject or content of supported auto-close emails.
Available tags include:
| Template Tag | Description |
|---|---|
{aca_auto_close_days} |
Displays the inactivity threshold in days |
{aca_hours_until_auto_close} |
Displays the approximate hours remaining before auto-close |
{aca_days_until_auto_close} |
Displays the approximate days remaining before auto-close |
These tags can be used alongside standard Smart Support email tags, depending on which tags are available in your Smart Support installation.
Common Smart Support tags may include:
| Template Tag | Description |
|---|---|
{site_name} |
Displays the site name |
{ticket_id} |
Displays the ticket ID |
{ticket_subject} |
Displays the ticket subject |
{ticket_url_user} |
Displays the customer-facing ticket URL |
{customer_name} |
Displays the customer name |
Auto-Close Alert email templates let you replace generic auto-close messages with clear, branded customer communications.
Use the warning template to notify customers before closure and the auto-closed template to confirm when a ticket has been closed due to inactivity.