Letterbook Docs
Auto-resolve pending tickets
Automatically resolve tickets that have stayed Pending for a set number of days.
Last updated June 25, 2026
What this guide covers#
Auto-resolve moves old Pending tickets to resolved after a configured number of days. Use it when Pending means the team is waiting on the customer or an external dependency, and stale Pending tickets should not remain active forever.
Configure it in Settings > Automations > Auto Resolve Pending Tickets.
How it works#
Set the number of days a ticket can remain in Pending before Letterbook resolves it automatically.
The setting accepts values from 1 to 365 days. The default value is 7 days.
Choose the right number of days#
Choose a window based on how your team uses Pending:
| Pending means | Suggested starting point |
|---|---|
| Waiting for a simple customer reply | 3-7 days |
| Waiting for logs, screenshots, or reproduction steps | 7-14 days |
| Waiting for a billing or account confirmation | 7-14 days |
| Waiting on an engineering investigation | 14-30 days |
| Enterprise workflow with slow approvals | 30+ days |
Do not use a very short window if your customers often reply after weekends, holidays, or internal approval cycles.
Set it up#
- Go to Settings > Automations.
- In Auto Resolve Pending Tickets, enter the number of days.
- Save.
Operational guidance#
- Make sure agents understand when to move a ticket to Pending.
- Use Pending only when the team is waiting for something external.
- Do not use Pending as a generic parking lot for active work.
- Review recently auto-resolved tickets after launch to confirm the window is appropriate.