> ## Documentation Index
> Fetch the complete documentation index at: https://docs.connectly.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Ticket management & automation

> How tickets move through your inbox — auto-resolve, closure time, resolution reason, and automation resume ⚙️

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**.

## 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:

<Steps>
  <Step title="Open">
    The ticket is active and being worked on by an agent.
  </Step>

  <Step title="Resolved">
    An agent has marked the ticket as solved — it's no longer active, but not yet fully
    closed.
  </Step>

  <Step title="Closed">
    The ticket is fully wrapped up.
  </Step>
</Steps>

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.

<Note>
  Ticket creation and assignment happen through
  [Ticket Routing](/inbox/ticket-routing) — the entry point that turns a conversation
  needing a human into an assigned ticket.
</Note>

***

## 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.

***

## 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.

***

## 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.

***

## 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:

| Option                | When automations resume                       |
| --------------------- | --------------------------------------------- |
| **Resume on resolve** | Immediately when the ticket is marked solved. |
| **Resume on close**   | Only once the ticket is fully closed.         |