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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.

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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.

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Zendesk tickets

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

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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.

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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.

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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.

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Freshdesk

Use a ticket-update rule to set the eligible ticket to Pending. Use an hourly rule to resolve it after inactivity.

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Start the timer

  1. In Freshdesk, go to Admin > Workflows > Automations > Ticket Updates.
  2. Add a rule after the My AskAI rule.
  3. Require the ai-agent-replied tag.
  4. Exclude human-handover-requested and ai-agent-tag-blocked.
  5. Exclude tickets that are already Resolved or Closed.
  6. Set the status to Pending.
Keep the handover rule after this rule. The handover rule must set handed-over tickets to Open so that it cancels the inactivity timer.

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Resolve the inactive ticket

  1. Go to Admin > Workflows > Automations > Hourly Triggers.
  2. Add a rule that requires the Pending status.
  3. Require Hours since an agent responded to be greater than your inactivity period.
  4. Set the status to Resolved.
Freshdesk Hourly Triggers cannot check tags. The Pending status carries the result from the first rule. Freshdesk’s standard rule closes Resolved tickets after 48 hours without activity. Read Freshdesk Hourly Triggers.

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Gorgias

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

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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.

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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.

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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.