How to Set Up Auto-Bump and Auto-Close Triggers

Last updated: July 10, 2025

This article explains how to configure auto-bump and auto-close triggers to automatically follow up with customers and close inactive tickets.

Setting Up the Triggers

To create an effective auto-bump and auto-close workflow, you'll need to set up 3-4 triggers:

  1. Kickoff trigger

  2. Auto-bump trigger (optional)

  3. Tag removal trigger

  4. Auto-close trigger

Ensure your triggers are in this order, so that it always checks first whether the customer responded and restarts the flow accordingly if needed.

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1. Kickoff trigger

This trigger kicks off the process via application of a tag (or custom field if you prefer). The benefit to having this as a separate trigger is that it will run instantly, giving your team maximum visibility into which issues are currently pending on an auto-bump / auto-close.

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2. Auto-bump Trigger (Optional)

This trigger sends a message to the customer after a period of inactivity and adds a tag to the issue. It's recommended to filter to only issues in the status "On Customer" so that issues in an on hold status will not be eligible.

  • Condition: If Last Message from your team, Issue Status On customer, and Issue Tags is autobump_started

    • + Time Delay: No message activity for X days (e.g., 6 days), [optional] Issue Status is On Customer

  • Action 1: Send an auto-bump message to the customer

  • Action 2: Add a tag (e.g., autobump_sent) to the issue

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3. Tag Removal Trigger

This trigger removes all relevant tags when the customer responds, resetting the workflow.

  • Condition 1: New message received from customer

  • Condition 2: Issue has the autobump_started, autobump_sent, or autoclose_no_response tag

  • Action: Remove the autobump_started, autobump_sent, or autoclose_no_response tag

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4. Auto-close Trigger

This trigger closes the ticket if there's no response after the auto-bump message.

  • Condition 1: Issue has the autobump_sent tag (to ensure this does not fire when you're removing the tag if the customer responds)

  • Condition 2: No message activity for Y days (e.g., 4 days)

  • Condition 3: Issue status is "On customer"

  • Action: Close the ticket and send a notification to the customer

    • [Optional] Apply a tag marking the ticket as autoclosed for reporting purposes, such as autoclose_no_response

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How the Workflow Works

  1. If a ticket has no activity for X days, the auto-bump trigger fires, sending a message and adding the tag.

  2. If the customer responds, the tag removal trigger fires, removing the tag and resetting the workflow.

  3. If there's no response Y days after the auto-bump, the auto-close trigger fires, closing the ticket.

Important Notes

  • The auto-bump message counts as message activity, which is why we use a tag to trigger the auto-close instead of relying solely on inactivity.

  • Currently, both public messages and internal notes count as message activity. There is no way to exclude internal notes from breaking the "no message activity" criteria.

  • The total time before a ticket is closed will be X + Y days (e.g., 6 + 4 = 10)

  • If at any point you want to restart the workflow, you can do so by removing the 3 tags and then manually applying the autobump_started tag