Smart Support – Auto-Close Alert is a premium add-on for Smart Support that enhances the ticket auto-close feature. The add-on gives you more control over how inactive tickets are processed before they are automatically closed. You can configure how often the auto-close job runs, limit the number of tickets processed per run, send warning emails before closure, and customize the email templates sent to customers.
Auto-Close Alert is useful for support teams that want to keep ticket queues clean while giving customers advance notice before inactive tickets are closed.
What Auto-Close Alert Adds
Smart Support already includes a core auto-close feature for inactive tickets. Auto-Close Alert extends that feature with additional controls.
The add-on includes:
- Auto-close cron recurrence settings
- Auto-close batch limits
- Up to three warning email reminders before auto-close
- Custom email templates for warnings and auto-closed ticket notifications
- Additional email template tags for auto-close timing.
Core Auto-Close Requirement
Auto-Close Alert extends Smart Support’s existing auto-close behavior. It does not replace the core auto-close feature. Before using the add-on, make sure Smart Support’s base auto-close setting is enabled.
To enable auto-close:
- Go to Smart Support > Settings > General.
- Open the Ticket Closing section.
- Enable Auto-close inactive tickets.
- Set the inactivity threshold.
The inactivity threshold determines when a ticket becomes eligible for auto-close. For example, if the threshold is set to 30 days, tickets become eligible for auto-close after approximately 30 days of inactivity.
Where to Find Auto-Close Alert Settings
After the add-on is active and licensed, its settings appear in: Smart Support > Settings > General > Ticket Closing
From this section, you can configure:
- Auto-close cron recurrence
- Auto-close batch limit
- Warning email reminder slots
The add-on also adds new email templates in: Smart Support > Settings > Email
Smart Support – Auto-Close Alert gives administrators more control over inactive ticket closure. Once installed, licensed, and connected to Smart Support’s core auto-close feature, you can configure processing schedules, warning reminders, batch limits, and customer-facing email templates.