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The ai-agent-replied tag means that the AI agent sent a reply. It does not mean that the customer confirmed a resolution. Always use an inactivity period. Exclude handovers, blocked topics, and Note replies.

Intercom, Freshchat, and HubSpot

Use the My AskAI auto-close setting for these helpdesks.
  1. In the Dashboard, go to Helpdesk & Channels.
  2. Open Intercom, Freshchat, or HubSpot.
  3. Find Auto-close inactive conversations.
  4. Turn on the setting.
  5. Set the inactivity period.
  6. Add a closing message when the setting provides this option.
  7. Test a direct reply, a customer follow-up, and a handover.
The timer starts again after each AI reply. My AskAI does not close a conversation that it has transferred to a person. For HubSpot, choose a longer timer if customers cannot reply to closed conversations in your setup. Echo cannot change the auto-close setting.

Zendesk tickets

Use one trigger to start the timer and one automation to solve the inactive ticket.

Start the timer

  1. In Zendesk Admin Center, go to Objects and rules > Business rules > Triggers.
  2. Create the trigger after the My AskAI trigger.
  3. Require the ai-agent-replied tag.
  4. Exclude human-handover-requested and ai-agent-tag-blocked.
  5. Require a status category below Solved.
  6. Set the status to Pending.

Solve the inactive ticket

  1. Go to Objects and rules > Business rules > Automations.
  2. Create an inactivity automation.
  3. Require the Pending status.
  4. Require the ai-agent-replied tag.
  5. Exclude human-handover-requested and ai-agent-tag-blocked.
  6. Require Hours since pending to be greater than your inactivity period.
  7. Set the status to Solved.
Keep Zendesk’s standard automation that closes tickets after they have been solved. A customer reply reopens a Solved ticket. Read How Zendesk automations work.

Zendesk Messaging

Zendesk AI-agent tickets are read-only. Normal triggers and automations do not run on them. The standard Close ticket 4 days after status is set to solved automation is the only automation that works on these tickets. If you need a shorter close period, change Hours since solved in that standard automation. Closing the ticket returns control to the AI agent.
This standard automation can also close other Solved tickets. Check its full conditions before you change the time.
Read My AskAI Zendesk Messaging setup and Zendesk AI-agent ticket behavior.

Freshdesk

The My AskAI auto-close setting is not yet available in the live dashboard. These instructions apply when the feature is released.
Use Auto-close inactive tickets in My AskAI. You do not need a Freshdesk hourly rule for this timer.
  1. In your Dashboard, open Helpdesk & Channels > Freshworks > Freshdesk Tickets.
  2. Find Auto-close inactive tickets and turn on the toggle.
  3. Set the wait in whole hours. The default is 24 hours.
  4. Test a direct reply, a customer follow-up, and a handover.
The timer starts after a successful public AI answer. A new customer reply, a handover, or another agent taking control by replying cancels it. AI-requested handovers also cancel the timer. The next successful AI answer starts a new timer. Internal Note replies do not start a timer. The ticket must have ai-agent-replied and must not have human-handover-requested. My AskAI changes the status to Closed without an extra message or note. New connections and reconnects enable auto-close at 24 hours. Changing the hours applies to the next successful AI answer. Check your settings after a reconnect. See Freshdesk auto-close settings for the full behaviour and what happens to an existing timer.

Gorgias

Gorgias Rules do not have a normal elapsed-time trigger. Use a marker tag and a snooze timer.

Rule 1: Start the timer

Use Ticket Updated as the event. Require all of these conditions:
  • Message From Agent is true.
  • Message Public is true.
  • The ticket is Open.
  • The ticket has ai-agent-replied.
  • The ticket does not have human-handover-requested.
  • The ticket does not have ai-agent-tag-blocked.
  • The ticket does not have myaskai-auto-close-pending.
Add myaskai-auto-close-pending, then snooze the ticket for your inactivity period.

Rule 2: Cancel the timer

Use New Message In Ticket as the event. Require Message From Agent to be false. Remove myaskai-auto-close-pending. Gorgias reopens a snoozed or closed ticket when the customer replies.

Rule 3: Close the ticket

Use Ticket Snooze Delay Ends as the event. Require myaskai-auto-close-pending. Exclude human-handover-requested and ai-agent-tag-blocked. Set the status to Closed, then remove myaskai-auto-close-pending. Read the Gorgias Rules guide and Gorgias rule conditions and actions.