Automatically close customer service cases

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Customer service cases in the Resolved state can be closed automatically if customers do not take any action.

    This feature uses the Auto Close Resolved Cases Flow Designer flow.
    Note:
    This flow is not active by default.
    The Auto Close Resolved Cases Flow Designer Flow identifies cases in the Resolved state that are waiting for a customer response and takes the following actions:
    • Sends a reminder notification to the customer after 5 days with no response that the case is pending solution acceptance.
    • Closes the case and sends a reminder notification to the customer after 10 days that the case has been auto closed.
    The notifications are added to the Additional comments field on the Case form.

    The system administrator can enable the Auto Close Resolved Cases flow and configure the timing of the reminder notifications. The default settings include two notifications that are sent at 5 days and 10 days after a case has been resolved. The system administrator can also create additional notifications to the flow.

    The system administrator can also create a configuration that enables both the system and agents to exclude cases from auto closure.

    Using the Auto Close field on the Case form

    Customer service agents can use the Auto Close field on the Case form to exclude cases from auto closure. This field is hidden by default. To use this field, configure the Case form to display the Auto Close field.

    Configuring business rules for auto closure

    The system administrator can configure business rules to enable or disable the Auto Close field on the Case form.
    Table 1. Rules for Auto Close on the Case form
    Business Rule Description
    Mark for Auto Close Use this business rule to configure when the system sets the Auto Close field to true. The default configuration is as follows:
    • The case status is Resolved.
    • The Needs attention field on the Case form is false.
    • The case is not escalated.
    • The account is not escalated.
    Clear Auto Close Use this business rule to configure when the system automatically sets the Auto Close field to false. By default, the case status returns to Open if the solution is rejected.