Ticket settings

Workspace-wide behaviour for the help desk: when a resolved ticket closes itself, how long it can be reopened, and when a manager should hear about a ticket that keeps coming back.

Menu path Support › Settings › Ticket settings

Address https://hub.cnvconnect.com/tickets/settings

Permission support_settings:view

Who uses it support administrators

The screen

1. Page title — defaults for the auto-close and ticket-reopen lifecycle.
2. The four settings — Auto-close after resolution (days): how long a resolved ticket waits before closing itself; Remind before auto-close (hours): the warning sent before it does; Allow reopening after closing (days): the window in which a closed ticket can be reopened instead of a new one being raised; Alert the manager when a ticket is reopened too often: the threshold at which repeated reopening becomes a signal.
3. Save settings — nothing takes effect until you save.

How to…

Choose sensible numbers

Setting	Typical value	Why
Auto-close	3–7 days	Long enough for a reply over a weekend
Remind before close	24 hours	One clear warning
Reopen window	7–14 days	Keeps a follow-up on the original thread
Reopen alert	2–3 times	More than twice usually means the fix did not hold

Test the effect

Change one number, save, then watch a resolved ticket over the next few days. These settings affect every ticket in the workspace, so change them one at a time.

Notes

• Auto-close does not delete anything; a closed ticket keeps its history and can still be found in the queue.
• Reopening keeps the original code and the whole conversation, which is why the reopen window matters for reporting.
• These settings are separate from SLA policies: SLAs measure how fast you answer, these decide how a finished ticket ends.