Project workflows and deadlines

Only administrators can configure automatic processes under Settings → Workflows. Each card belongs to exactly one project; saving it does not change another project. An automation does not run unless its switch is enabled.

Close resolved tickets automatically

1. Enable Automatically close resolved tickets and notify customers.
2. Enter 1 to 365 under Days from “Resolved” to “Closed”.
3. Save the project card.

The cron job checks only tickets in Resolved state. When the deadline passes, the ticket changes to Closed, receives an audited workflow event, and the customer receives the project mailbox's closure email. Waiting for customer is never closed by this rule. If delivery fails, the failure remains visible; Tickessa does not claim a successful delivery.

Permanently delete closed tickets

This function is disabled by default. Enable it only after retention duties, internal evidence and backups have been considered.

1. Enable Permanently delete closed tickets.
2. Set the second period under Additional days until permanent deletion.
3. Save the project card.

The second period starts when the ticket is closed. When it expires, the workflow marks the ticket for final purging; messages, events and attachments are removed through the protected deletion process. The closure email was already sent when closing and is not repeated during deletion. Manually closed tickets are also covered when this deletion rule is active.

Feedback request

Request feedback after a ticket is closed controls the existing project-specific feedback request. It does not replace the closure email. Use Edit email texts to maintain its content. Check language, sender and preview before enabling it.

Personal review

Personal review no earlier than days and No later than days define the follow-up window. The first value must not be after the second. The Personal review queue makes due cases visible; it does not itself send a customer email or change ticket content.

Vacation reply

1. Enable Use vacation reply.
2. Enter From and Until; both boundary dates are included.
3. Open Edit email texts and check the vacation reply in every project language in use.
4. Save the workflow card.

During that period, the vacation reply replaces other automatic replies for the project. Manual replies, internal notes and regular ticket work remain available. The vacation reply is not sent outside the configured period.

Operation and verification

These processes run through the same protected cron path as mailbox import. Fetch mail starts it manually and reloads the ticket list afterwards. After a change, verify at least one test case, the project email texts and the cron error display under Settings → Email. A saved period processes no tickets while its switch is disabled.