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Several inbox settings work together to move tickets through your inbox automatically — resolving them, closing them, and controlling what happens along the way. This article explains how they work; you configure them in Settings → Inbox.

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How a ticket moves: open → resolved → closed

Most of these settings act on one part of a ticket’s life, so it helps to keep the three states in mind:
1

Open

The ticket is active and being worked on by an agent.
2

Resolved

An agent has marked the ticket as solved — it’s no longer active, but not yet fully closed.
3

Closed

The ticket is fully wrapped up.
Two settings automate these transitions: Auto-resolve idle tickets moves a ticket from open → resolved, and Ticket Closure Time moves it from resolved → closed. Together they let a ticket travel all the way from open to closed without manual steps. Resolution reason and Automation resume timing act at the moment a ticket is resolved or closed.
Ticket creation and assignment happen through Ticket Routing — the entry point that turns a conversation needing a human into an assigned ticket.

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Auto-resolve idle tickets

Auto-resolve idle tickets controls the open → resolved transition: it moves open tickets to resolved after a period of inactivity, so conversations don’t stay open indefinitely when there’s nothing left to do.
Automatically transition open tickets to resolved after a period of inactivity. Off by default — opt in per business.
This setting is off by default. When you turn it on, the inactivity window is set to 720 hours (30 days), which you can adjust.

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Ticket Closure Time

Ticket Closure Time controls the resolved → closed transition: how long after a ticket is marked as resolved it’s automatically closed.
Configure when tickets should be automatically closed after being marked as resolved
By default, tickets close 72 hours after being marked as resolved. Use the toggle to set your own closure time instead.

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Resolution reason

Resolution reason controls whether agents record why a ticket was solved at the moment they mark it as resolved. Capturing a reason helps you understand what your team is actually resolving — and it applies whether a ticket is resolved manually by an agent or automatically by auto-resolve.
Choose whether your agents will need to add a resolution reason the moment they mark a ticket as resolved
Use the dropdown to make a resolution reason optional or required.

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Automation resume timing

When a human agent steps into a conversation, running automations are paused. Automation resume timing controls when those paused automations start up again — and it hinges on the ticket lifecycle above: whether automations wake up at the resolved state or wait for the closed state.
Choose when paused automations resume after an agent gets involved. “On resolve” continues messaging immediately when the ticket is marked solved. “On close” waits until the ticket is fully closed.
Use the dropdown to choose between the two options: