What it does
Every few minutes, the extension scans your Blip Desk open and waiting tickets and closes the ones that have exceeded the timeout you set. It covers customers stuck in the queue with no agent assigned and conversations where the agent went inactive while the customer was waiting for a reply. Each closed ticket receives an inactivity closure status and the tags you configure.
Key features
- Close waiting (Waiting) tickets that have exceeded the maximum inactivity time in the queue.
- Close open tickets due to agent inactivity, but only when the last message was sent by the customer, avoiding closing a conversation the agent has just replied to.
- Configurable timeouts in minutes, set separately for the queue and for agent inactivity (minimum of 5 minutes each).
- Distinct closure tags for each scenario, applied at closing so you can filter and measure them later.
- Option to close tickets only during the queue's service hours.
- Option to close only when the agent has not yet started the conversation (no first reply sent).
How it works
- Install the extension through Blip Builder and enable inactivity-based closure.
- Set the timeouts and, if you want, the tags and the service-hours and first-reply conditions.
- Automatic closure runs in the background, with no manual action required.
Benefits
- Reduces the buildup of stalled tickets and keeps your operation metrics reliable.
- Prevents customers from waiting indefinitely for an inactive agent.
- Standardizes closures with tags for reporting and auditing.
Who it's for
Operations with high volumes of simultaneous tickets in Blip Desk that need to control agent and queue inactivity.
