How to Use a Time Trigger to Automatically Solve a Ticket

Updated: Jun 19, 2025

You can use the time trigger to automatically solve a ticket after a certain number of days if the requester has not responded to the agent’s response.

Check out this video tutorial for more details.

Create a time trigger rule

Follow the given steps to create a time trigger rule,

Select the Admin module in the left menu.
Choose Time Triggers from the Ticket Automation menu.
Click Add Rule on the top palette.
Enter the Rule Name and Description on the create rule screen.
Choose any business hours or calendar hours to be considered for the rule.
Select the conditions to determine the tickets to which the rule will be applied. Check summary on the below screenshot.

Here, the ticket will be marked as “Solved” when the ticket status is “Waiting for Customer” for 168 hours (24 hours * 7 days = 168 hours).
This rule only applies to tickets that are modified within 30 days. Older tickets are not affected.
With the same configuration, the ticket status can be updated automatically after a specified number of days.

Event that Trigger Email Notification for Resolved Tickets

Make sure that the below-mentioned event is enabled to send email notifications to the user when a ticket is marked as solved (Contact).

Ticket Solved

To find more details for hour-based fields to create a condition and meet the requirements, refer to this article.
To learn more about how to manage and personalize email notifications, refer to this article.
To learn more about time trigger configuration, refer to this article.

How to Use a Time Trigger to Automatically Solve a Ticket

Create a time trigger rule

Event that Trigger Email Notification for Resolved Tickets

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