Auto-close fired when it shouldn't have

A ticket auto-closed when it shouldn't have, or didn't when it should.

Ticket King has two automatic closes, and only these two:

• Autoclose Leave (free). Closes a ticket when the member who opened it leaves the server.

• Auto-Close Inactivity ( Premium). Closes a ticket after a period with no activity. You pick the period from a fixed list: 6 hours, 12 hours, 1 day, 2 days, 3 days, 7 days, 14 days, or 30 days. The default is 7 days.

→ Inactivity rules

A ticket closed and it shouldn't have

The inactivity period is short

If you set Auto-Close Inactivity Period to a short time, such as 6 or 12 hours, a ticket can close while staff are away for a day. Set a longer period. The default is 7 days.

The author left the server

If Autoclose Leave is on, a ticket closes the moment the member who opened it leaves the server. If you would rather keep those tickets open, turn Autoclose Leave off.

You just turned Auto-Close Inactivity on

When you turn Auto-Close Inactivity on, any ticket that has already been inactive longer than the period you chose can close soon after. If some tickets closed that you did not expect, check your close-log channel to see which ones.

A ticket didn't close and it should have

Premium lapsed

Auto-Close Inactivity is Premium. If premium lapsed, inactivity closing stops. Tickets stay open until someone closes them. Subscribe again to resume it.

Autoclose Leave is off

Autoclose Leave is off by default. If you want tickets to close when their author leaves, turn it on in Settings.

The ticket is not inactive yet

Any message in the ticket, from staff or the member, restarts the inactivity timer. If something keeps posting in the channel, the ticket may never reach the inactivity period.

There was no warning before the close

The bot does not post a warning before an inactivity close. The ticket simply closes. The author is told their ticket was closed, and the close shows in your close-log channel. If you want a person to review stale tickets first, turn Auto-Close Inactivity off and have staff close them by hand.

Many tickets closed at once after an outage

If the bot was offline, inactivity closes wait until it comes back. When it reconnects, the ones that are due close together. This is expected.

How to check a specific auto-close

• Look at the close-log entry for the ticket. The close reason shows whether it closed for inactivity or because the author left.

• Compare the ticket's open time and last message time with your inactivity period.

Related

Inactivity rulesClosing a ticket