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Stale Tickets

A section in the inbox listing tickets where the agent is waiting on the customer to reply and the customer hasn't replied for a while. It's the inverse of "what should I work on next" - it's "what should I follow up on."

Inbox view with a Stale Tickets section showing four tickets, each card listing the ticket ID, subject, "Last agent note: 4 days ago" timestamp, and the customer name

What the agent sees​

A dedicated section in the inbox listing tickets that match these rules:

  • The most recent note is from the agent (not the customer).
  • That note is more than X hours / days old.

The threshold X is configurable per agent - junior agents may want a 4-hour reminder; an enterprise account manager may set a week.

Each card shows the ticket ID, subject, when the agent last replied, and who the ticket is with. The agent can open a stale ticket and decide whether to nudge the customer, close it, or leave it.

What it reads​

Just the ticket - last updated time and notes (specifically, who sent the last response).

What it doesn't do​

Stale Tickets is a list, not an action. It doesn't auto-close anything, doesn't email the customer, and doesn't change the ticket's state. The agent decides what to do.

For the opposite case - when the customer has replied and the agent hasn't - see Proactive Status Update. That one nudges the agent to reply with a generic update.

Setting the threshold​

The Stale Tickets threshold lives in the agent's personal settings, not the tenant config. Each agent picks a value that matches their queue. The default is 48 hours.