Learn how ticket closing automation keeps your mailbox organized, your metrics accurate, and manages follow-up threads.

Before you start

  • You'll need an eDesk account. To find out how to create one, click here.

01 Overview

Managing ticket lifecycles efficiently is essential for keeping your support team focused on active customer inquiries while maintaining accurate operational reporting. In eDesk, tickets automatically transition to a Closed status after a designated period of inactivity.

Why close tickets? Closing older tickets protects your One and Done (First Contact Resolution) metrics from being compromised when customers reply months later with unrelated inquiries. It preserves historical data integrity while keeping your active Mailbox workspace clean.

02 How Automatic Closing Works

By default, eDesk automatically sets a ticket's status to Closed exactly 14 days after it has been marked Resolved.

You can adjust this duration for each of your connected communication channels:

  1. Navigate to Settings in the bottom navigation menu.
  2. Select the specific [Channel] you wish to edit.
  3. Click on Closing Tickets to set your custom auto-close timeframe.
03 Reopening vs. Follow-up Tickets

Once a ticket enters the Closed state, it cannot be reopened by agents or buyers under any circumstances.

  • Agent Follow-ups: Agents can manually create a new thread by clicking the Create Follow-up button inside the closed ticket.
  • Buyer Replies: If a buyer responds to an email associated with a closed ticket, eDesk automatically converts the incoming message into a brand-new Follow-up Ticket.
04 Follow-up Ticket Features & Metadata

When a follow-up ticket is created, eDesk balances context-sharing with clean data segmentation:

  • Bidirectional References: Both the original closed ticket and the new follow-up ticket display explicit cross-links to each other for quick navigation.
  • AI Summaries & Communication History: The follow-up ticket includes an automatic AI Summary covering key details from the past interaction, along with an intuitive viewer to read historical messages.
  • Fresh Ticket State: Legacy metadata—including tags, custom fields, and attached orders—are not inherited by the new ticket. This ensures agents classify and route the new issue accurately without skewing past data insights.
05 Filtering and Searching Follow-up Tickets

You can monitor and manage follow-up inquiries efficiently across your team:

  • Use the primary Search Bar in the top navigation to search directly for follow-up ticket IDs or references.
  • Use Filter Search to locate follow-up tickets and save them as a custom Pinned Filter in your secondary navigation for daily monitoring.

Further Reading