3.1.3. Auto-Close
The Auto-Close feature allows you to automatically close inactive tickets based on configurable timeframes. This helps keep your server organized by closing tickets that haven't had any activity for a specified period.
Premium Feature: Auto-Close is a premium feature.Learn more about Premium here.
How Auto-Close Works
When enabled, the bot periodically checks all open tickets and automatically closes them if they meet certain criteria. The bot checks for inactivity based on the last message sent in the ticket channel.
Auto-close runs automatically in the background. You don't need to manually trigger it - the bot handles everything for you.
Configuration Options
You can configure auto-close behavior in the dashboard settings. Here are the available options:
Enabled
Toggle whether auto-close is active for your server. This must be enabled for any auto-close features to work.
All other auto-close settings require this to be enabled.
Close On User Leave
When enabled, tickets will be automatically closed if the user who opened the ticket leaves your Discord server. This helps prevent orphaned tickets that can no longer be resolved.
Since Last Message
Set a timeframe (in days, hours, and minutes) for how long a ticket can be inactive before it's automatically closed. The timer starts from the last message sent in the ticket channel.
For example, if you set this to 2 days, any ticket that hasn't had a message in 2 days will be automatically closed.
Send Warning Before Auto Close
When enabled, the bot will send a warning message to the ticket channel before automatically closing it. This gives users a chance to respond and keep the ticket open.
If a user responds to the warning message, the auto-close timer resets and the ticket will not be closed.
Send Warning Time
Set how long before the auto-close time the warning message should be sent. This must be shorter than the "Since Last Message" timeframe.
For example, if auto-close is set to 2 days and warning time is set to 6 hours, a warning will be sent 6 hours before the ticket would be closed (i.e., after 1 day and 18 hours of inactivity).
Warning time must be less than the auto-close time.
Auto-Close Exclusions
Sometimes you may want to exclude specific tickets from being automatically closed. This is useful for tickets that need to remain open for extended periods or are waiting on external factors.
Excluding Tickets
To exclude a ticket from auto-close, use the following command in the ticket channel:
/autoclose-exclude addThis will prevent the ticket from being automatically closed, even if it meets the inactivity criteria.
Removing Exclusions
To remove an exclusion and allow a ticket to be auto-closed again, use:
/autoclose-exclude removeThe ticket will then be subject to auto-close rules again.
Note: Excluded tickets are also excluded from the /purge command. Learn more about purging tickets here.
What Happens When a Ticket is Auto-Closed?
When a ticket is automatically closed, the following happens:
A transcript of the ticket is automatically generated and stored (if transcript storage is enabled)
The ticket opener receives a direct message with a link to view the transcript
A notification is sent to your configured transcripts channel (if one is set)
The ticket channel is deleted after a short delay
Best Practices
Setting Appropriate Timeframes
Consider your support response times when setting auto-close timeframes. If your team typically responds within 24 hours, setting auto-close to 2-3 days gives users time to respond.
Using Warnings
Enable warning messages to give users a chance to keep their tickets open. This prevents accidental closures and improves user experience.
Excluding Special Tickets
Use exclusions for tickets that need to remain open longer, such as ongoing investigations or tickets waiting on external parties.
You can configure all auto-close settings on the dashboard's settings tab.