Automated closure of inactive support cases

Purpose

1. Automate closure of inactive support cases to maintain up-to-date case lists and reduce backlog for foundry customer service teams.

2. Automating case closure ensures bottleneck prevention, expedites overall case management, and boosts operational efficiency.

3. This automation detects inactivity, sends reminder notifications, and automatedly closes cases based on business-defined inactivity timelines.

Trigger Conditions

1. Automated trigger fires when support case status is “pending” or “awaiting customer” for a predefined period (e.g., 5 days).

2. Automation activates in absence of customer or agent activity, communication, or internal notes.

3. Optional pre-closure notifications or escalation sequence configured before automated closing action.

Platform Variants

1. Salesforce Service Cloud

 • Workflow Rule/Flow: Automate “Case status update” on inactivity; configure scheduled action for closure.

2. Zendesk

 • Automations API: Automate “close ticket” using inactivity timer, or trigger on “Hours since last update”.

3. Freshdesk

 • Scenario Automations: Automates ticket closure after inactivity threshold reached.

4. ServiceNow

 • Flow Designer: Automate closure via inactivity timer and state change actions.

5. Jira Service Management

 • Automation Rules: “No activity in X days → Close issue” logic.

6. Zoho Desk

 • Workflow Rule: Automate ticket closure after X days of inactivity.

7. Microsoft Dynamics 365

 • Power Automate: Create automated flow that detects inactivity and closes ticket.

8. HubSpot Service Hub

 • Workflow Automation: Triggers closure after defined delay with no update.

9. Intercom

 • Series/Operator: Automate inactivity-check then close conversation.

10. Kayako

 • Automation Rule: Automate close ticket by time-based rule.

11. SugarCRM

 • Advanced Workflow: Set inactivity trigger followed by case closure action.

12. Help Scout

 • Workflow Automator: Detects inactivity, automates close conversation.

13. Gorgias

 • Automation Rules: Set “unanswered for X days” to automate close.

14. HappyFox

 • Smart Rules: Automate closing after no response over specified period.

15. LiveAgent

 • Rule Automator: Configure inactivity and automatic ticket close.

16. BMC Remedy

 • Filter Automation: Detect inactivity, automate status change to closed.

17. SysAid

 • Escalation Rules: Auto-close tickets after defined inactivity.

18. Ivanti ITSM

 • Automation Engine: Workflow for detecting inactivity and closing tickets.

19. Jira Core

 • Project Automation: Scripted rule, automate closure for inactive cases.

20. Kustomer

 • Workflow Automation: Inactivity-based rule, automate end conversations.

Benefits

1. Automates mundane follow-up, reducing manual intervention and improving SLA adherence.

2. Automatedly ensures open ticket lists remain relevant and actionable.

3. Automator saves operational costs and increases response reliability.

4. Automation minimizes unresolved case backlog and improves customer experience by timely case resolution.