The Auto-Delay Settings allow you to automatically move inactive tickets into a “Delayed” state after a set number of days. This feature helps you highlight tickets that have been idle without closing them, making it easier to follow up.

Access it via:
WordPress Dashboard → Smart Support → Settings → General → Auto-Delay Settings

✅ Auto-Delay Inactive Tickets

• Option: “Automatically set tickets to ‘Delayed’ after period of inactivity.”
• When Enabled: Tickets in Open state will automatically be marked as Delayed after the chosen inactivity period.
• When Disabled: Tickets remain in Open state until manually updated.

📆 Auto-Delay Days

• Description: Define the number of days a ticket can remain inactive before being set to Delayed.
• Default Example: 7 days
• Use Case: After 7 days without customer or agent activity, the ticket moves to Delayed status, signaling it requires follow-up.

🖐️ Manual Auto-Delay

• Button: “Run Auto-Delay Now”
• Function: Manually checks and updates all eligible tickets to Delayed state immediately.
• Use Case: Useful when you want to bulk-mark older inactive tickets as delayed.

⚠️ Best Practices

• Use a shorter delay period (e.g., 3–7 days) to ensure no ticket is forgotten.
• Combine with email notifications to alert agents or customers when tickets become delayed.
• Ideal for teams that want to differentiate between inactive tickets (Delayed) and tickets ready to be closed (Auto-Close).

✅ Once configured, click Save Changes to apply your auto-delay rules.

👉 Next step: How to Configure Email Notification Settings