# On Idle Trigger Ticket

### Reply Ticket Automation 

**On Idle** is a condition in which no activity occurs on a ticket (remaining in an inactive state) for a certain period of time, either from the agent’s side or the customer’s side.

Apply **Reply Ticket** and/or **Closed Ticket** actions to tickets with an **On Idle** trigger. The reply ticket and closed ticket actions will run automatically when the customer does not respond to the Operator message within a certain period of time.

For example, when the support team and the customer are both busy. You can create a ticket automation with a trigger when the ticket is **on idle** status with a **reply ticket** action. With this ticket automation, the system will send an automatic reply after a certain period without a response from the customer. The goal is to remind the customer that you are still waiting for their response and that they may have missed your last message by mistake.

![Configure Reply Automation](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2FNON7uc73meHZCxIm6DMx%2FConfigure%20Reply%20Automation.png?alt=media\&token=79563908-517c-4e15-b5fc-7932ff121794)

In the example case above, when the customer is **idle** or does not respond to messages from Operators from any group within **1 minute**, the system will run the ticket automation process by sending an automatic reply in the form of a message: “Is there anything else we can help you with?”.\
This message will be sent automatically, as shown in the image below.

![Reply Automation Running](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2F6BF8RWkQnefnWsvMnObn%2FReply%20Automation%20Running.png?alt=media\&token=e5bdde90-a57e-427f-a48d-78b643e995f9)

### Close Ticket Automation

Sometimes, even after sending out a reminder, a customer may not respond for a variety of reasons. Instead of just leaving the ticket open forever, you can create an automation ticket by trigger when ticket is **on idle** with action is **closed ticket**. That automatically closes tickets after any set number of minutes.

For example, you might use ticket automation to automatically close all tickets when they are **idle** for a certain period of time. This helps keep the **Inbox** tab clean and gives a more accurate picture of your ticket volume.

![Configure Close Automation](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2FvfdffpuKxXwXv0VlU6Zk%2FConfigure%20Close%20Automation.png?alt=media\&token=ab6a4e32-ff98-4f50-b3e8-4437fc74768a)

In the example case above, when a customer **on idle** or does not respond to messages from Operators in all groups within **1 minute**, the system will run the ticket automation process by closing the ticket and remarking the ticket “Closed by automation”, as shown in the figure below.

![Close Automation Running](https://765826444-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FLYDAnLjpg2T8z2BplJOS%2Fuploads%2FJ8gmSigDtFDgWgGGkh1Y%2FClose%20Automation%20Running.png?alt=media\&token=ebaa3b93-a6a2-47da-a880-a534cf770b90)