Auto-Close Settings in Smart Support

The Ticket Closing settings allow Smart Support to automatically close inactive tickets after a specified number of days. You can limit auto-closing to tickets waiting for a customer response and optionally remove attachments when tickets are closed.

Access the Settings

Go to: WordPress Dashboard → Smart Support → Settings → General → Ticket Closing

Auto-Close Inactive Tickets

Enable Automatically close tickets after period of inactivity to automatically close tickets that have not received activity within the configured period.

When disabled, inactive tickets remain open until they are closed manually.

Auto-Close Days

Enter the number of inactive days required before a ticket is automatically closed.

Close Only Customer Waiting Tickets

Enable Only close tickets waiting for customer response to restrict auto-close to tickets where the support team is waiting for the customer.

When enabled:

• Tickets waiting for a customer response can be automatically closed.
• Tickets waiting for a support response will not be closed.

Disable this option when all eligible inactive tickets should be considered for auto-close, regardless of who is expected to respond.

Delete Attachments When a Ticket Is Closed

Enable Delete attachments when ticket is closed to permanently remove all attachments from the ticket and its replies when the ticket is closed.

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Warning: Deleted attachments cannot be recovered. Leave this option disabled when attachments must be retained for compliance, auditing, or future reference.

Run Auto-Close Manually

Click Run Auto-Close Now to immediately run the auto-close process.

Smart Support will close tickets that currently meet the configured inactivity, status, and customer-waiting criteria. This is useful when cleaning up existing inactive tickets or testing your auto-close configuration.

Optional Auto-Close Alert Add-On

The optional Auto-Close Alert add-on provides additional controls, including:

• Warning and reminder emails before closure
• Batch-processing limits
• Control over how often the auto-close process runs

Your standard auto-close settings continue to work without this add-on. Click Learn about Auto-Close Alert to view more information.