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Stale Ticket Auto-Close

Example prompt: "Every morning, find support tickets that have been waiting for a customer reply for more than 72 hours. Send a friendly closing email and mark the ticket as closed. Post a daily summary of auto-closed tickets to #support-ops on Slack."

How to automate stale ticket cleanup with GloriaMundo

The Problem

Support queues accumulate tickets where the agent has replied but the customer never responds. These stale tickets clutter the queue, inflate open-ticket metrics, and make it harder to spot the cases that genuinely need attention. Manually reviewing and closing them is tedious busywork that agents put off, and a bloated queue creates a misleading picture of actual workload.

How GloriaMundo Solves It

We build a scheduled workflow that runs once each morning. An integration step queries your helpdesk for tickets in a "waiting for customer" state where the last agent reply is older than your configured threshold — 48, 72, or 96 hours, whichever suits your team's SLA. For each stale ticket, the workflow sends the customer a polite closing email explaining that we are closing the ticket but they are welcome to reopen it at any time. The ticket is then updated to "closed" status. At the end of the run, a summary message is posted to Slack so the team knows what was cleaned up. Glass Box preview lets you see exactly which tickets would be closed before the workflow runs, so you can exclude any that need special handling.

Example Workflow Steps

  1. Trigger (scheduled): Runs daily at 08:00.
  2. Step 1 (integration): Query the helpdesk for tickets in "waiting for customer" status with no response for longer than the threshold.
  3. Step 2 (LLM): For each ticket, generate a brief, polite closing message referencing the original issue so it does not feel like a generic auto-reply.
  4. Step 3 (integration): Send the closing email to the customer via the helpdesk or Gmail.
  5. Step 4 (integration): Update the ticket status to "closed" in the helpdesk system.
  6. Step 5 (integration): Post a daily summary to #support-ops on Slack listing how many tickets were closed, with links to any that were flagged as borderline.

Integrations Used

  • Gmail — sends personalised closing messages to customers
  • Slack — receives the daily auto-close summary for the support team

Who This Is For

Support team leads and operations managers who want a clean, accurate ticket queue without assigning someone to manually sweep through stale tickets every day.

Time & Cost Saved

Manually reviewing and closing stale tickets takes about 2 minutes per ticket — checking the last reply, deciding whether to close, writing a short message, and updating the status. A team with 15-20 stale tickets per week spends roughly 30-40 minutes on this chore. This workflow handles it automatically in a single morning run. Over a month, that is around 2-3 hours of tedious queue maintenance reclaimed. The workflow uses scheduled, integration, and LLM steps, costing a few credits per daily run.