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The Auto-resolve skill provides settings for closing inactive tickets. Set the wait time and an optional closure message, then check the result on a designated test ticket. Follow-up is a separate skill for sending reminders.

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Prerequisites

1

Open Auto-resolve

  • Open your agent in AI Studio > AI agent studio, then select Skills.
  • Under Tool, add Auto-resolve if it is not listed, then open its card.
2

Set the timer and closure message

  • Under Auto resolve ticket after, enter the wait time and choose Minutes or Hours.
  • In Closure message (Optional), enter the text you want sent when a ticket closes, or leave it empty if you do not want to add a message.
  • If you use Follow-up, review its delay and attempts before choosing the closure time. See Use Follow-up with Auto-resolve.
The closure message is customer-facing text, not an instruction prompt. For example:
We haven’t heard back, so we’re closing this conversation for now. Please message us again if you still need help.
Adapt this message to your team’s process. Avoid saying an issue was solved only because the ticket became inactive.
3

Save and check ticket closure

  • Select Save skillset when the unsaved-changes bar appears.
  • Return to Skills and confirm that Auto-resolve is enabled.
  • Use a designated test ticket on a connected channel to check the configured wait and closure message. Inspect the ticket’s actual status in bitChat.
  • If Follow-up is also enabled, check the sequence of reminders and closure together.

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Review the timing before testing

Do not shorten the timer on a live workspace just to make a test finish faster. Use an agreed test setup and check Ticket lifecycle when investigating which route closed a ticket.
Review Auto-resolve, the bitChat ticket settings, and any other configured resolution route. Check the ticket record rather than assuming the closure came from this skill.