Outcome. A ticket that has been waiting on the customer with no reply for N days after a warning closes automatically, keeping open-ticket counts honest instead of drifting upward forever.
Workflow map
Enrollment, branches and actions at a glance
tickets-sla-013
flowchart TD
A[Warning sent = true, status still Waiting on contact] --> B[Wait 5 more days]
B --> C{Still waiting on contact?}
C -->|yes| D[Close ticket]
D --> E[Set close reason = customer-inactive]
E --> F[Notify ticket owner]
C -->|no, replied| G[Skip - conversation resumes]
When to use it, when not to
- UseUse it as the natural follow-on to the 48-hour wait-and-warn workflow (tickets-sla-006), once the warning has gone out and nothing came back.
- UseUse it to keep reporting accurate when customers simply stop replying instead of formally closing the loop.
- SkipDo not use it to auto-close tickets waiting on your team; only ones waiting on the contact qualify.
- SkipDo not set N so short that customers feel rushed; typical windows are 5 to 14 days after a warning, not after the first wait.
The preview ends here. Six sections are in the library.
counted, not blurred
PrerequisitesEvery property with its label, internal name, type and options, plus the assets the workflow needs before you start.3 items
EnrollmentThe trigger, the criteria exactly as they are ticked in the UI, the re-enrollment rule and the suppression list.4 parts
StepsEach action in order with its parameters, its branches and its delays, written as you tick them.6 numbered actions
Known pitfallsTraps seen in production, each with what breaks and what to do instead.5 pitfalls
Test plan, variants and build specHow to prove it works in a test portal, where to look when it does not, the variants for other objects or tiers, and the YAML build spec.3 variants, 3 sections
FilesThe properties JSON creates the fields in one API call, the workflow JSON documents the build.PDF, Markdown, JSON
Install1 click. The installer creates the properties this spec declares and the workflow itself, switched off, then opens a task for the prerequisites that are assets rather than properties, such as a team, a static list or a marketing email. What it created is listed on the install page.1 click, switched off
Unlock the full library,
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or the tickets and sla pack, 39 EUR
One-time, excl. VAT. 30-day refund, no questions asked. Founding prices until 31 October, then 199 and 59 EUR. Includes every spec added later, up to the full 500, and the one-click installer on the full library. Building on client portals? The agency licence at 449 EUR covers unlimited client portals.
