Hi! We've been snoozing a lot of tickets for which users do not reply instantly for days which results in the "time close" being increased. What should be the ideal time to close a ticket if a user has not replied? How many followups should be sent?

Honestly, it depends on you/your organization and the kind of product/service you are offering. If you have made some recommendations to a customer and you know that for whatever reason, customers will take a week to get back to you, then you can think of closing after a week. It really depends on your individual needs/product etc.

What should be the ideal time to close a ticket if a user has not replied? How many followups should be sent?

What should be the ideal time to close a ticket if a user has not replied? How many followups should be sent? | Community

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