Auto-Resolve Tickets

Mava has two default auto-resolve settings that apply to all Mava accounts:

AI Tickets

All tickets that are handled by AI, where your customer doesn't request to speak with a human, will be automatically resolved after 24 hours of inactivity.

Non-AI Tickets

To help your team handle support tickets efficiently and to avoid your inbox getting cluttered, Mava automatically resolves tickets in Open or Waiting status that don't have a message from your customers after 60-120 minutes.

If a customer opens a ticket and interacts with one of the buttons within the Chatbot but doesn't write any message, we assume they no longer need help and will automatically update the ticket status to resolved 60-120 minutes after it was received.