Ticket Auto Close Policy – Siltalin8

The Ticket Auto Close Policy is designed to ensure efficient management of support requests and maintain a clean, up-to-date ticketing system. By automatically closing inactive tickets after a defined period, we help improve service quality and operational efficiency. This policy serves the following purposes:

Benefits of Auto Closing Tickets

Reduce Backlog and Clutter:
Unresolved or forgotten tickets can accumulate over time, resulting in an overwhelming backlog. Auto-closing stale tickets helps maintain a manageable ticket queue, enabling better prioritization of active issues.
Improve Resolution Time Metrics:
Automatically closing inactive tickets provides a more accurate representation of open, active issues, preventing support agents from spending time on tickets that are no longer relevant.
Enhance Agent Focus:
A cleaner ticket queue allows support agents to dedicate their attention to ongoing cases, reducing distractions caused by inactive or outdated tickets.
Optimize Resource Allocation:
Streamlining the ticket system ensures that support resources—both personnel and time—are allocated efficiently, focusing on the most urgent and unresolved problems.
Promote User Engagement:
When a user does not respond to follow-up requests within a reasonable timeframe, it often indicates the issue may have been resolved or is no longer relevant. Auto-closure encourages users to re-open or create a new ticket if assistance is still needed.

Auto Close Guidelines

Service Requests

If a ticket remains in a “Resolved” status for 3 days, it will automatically close within the following 24 hours.
If a ticket is in a “Waiting on Customer” state with no response after 11 days, it will receive 3 reminder notices before being automatically closed on day 12.

Incidents

Tickets in either a “Waiting on Customer” or “Resolved” status will receive 3 notices over 11 days and be auto-closed on day 12 if no customer response is received.

By adhering to this policy, we maintain a responsive and effective support environment, ensuring faster resolution and a better overall user experience.