Overview

Kayako uses the Closed status to denote tickets or conversations that are not only completed but also will not be reopened. Unlike the Completed status which can be changed manually through the status field, conversations are given the Closed status via automation only. By default, Kayako comes with automation that will set conversations to Closed once it's been in the Completed state for five days.

Once a conversation has been 'Closed', neither a customer nor an agent can open or edit it again. Closed conversations also will not appear in views, but will appear in search results. We do this to make sure that your views stay snappy and responsive. On the other hand, completed conversations can be re-opened.

NOTE: Kayako will automatically archive any conversations that are in Closed status for 30 days or more to preserve Kayako's performance and speed as your conversation archive grows. When a conversation is archived, users can search and view it, but it remains non-editable.

As mentioned above, Kayako comes with automation that will set conversations to Closed once it's been in the Completed state for five days. You can edit this automation by going to Monitors in the admin area and editing the Close conversations 5 days after they've been Completed monitor.

NOTE: If you migrated from Kayako Classic, this monitor might not be defined.

Should you wish to disable the monitor or adjust the number of days before the system closes a conversation, you may proceed to the solution section below.

 

Prerequisites

• To edit monitors in Kayako, you need an administrator account with the Manage automations permission.

 

Solution

1. Sign in to your Kayako and go to the admin area.

2. In the sidebar, click on Monitors to see a list of any monitors that have been created in your Kayako.

3. Click to open the 'Close conversations 5 days after they've been Completed' monitor.

   • NOTE: To disable the monitor, simply hover over it and select Disable.

4. In the monitor condition 'Conversations: Time spent in the current status', you can adjust the number of hours based on your need. This is the number of hours (divided by 24 in days) that will be considered before the rule will fire and the actions which is to close a completed conversation.

5. Click Save to save the changes.

 

Testing

If you adjust the 'Conversations: Time spent in the current status' condition, the monitor will fire the action based on the number of hours you have set.

If you disable the monitor, completed conversations will remain in their status until you turn to monitor back on.