Subject: Zendesk update: Ticket-closing automation
From: Zendesk <[email-masked]>
To: [email-masked]
Date: Tue, 01 Nov 2022 17:20:50 -0400

"Zendesk" <https://app.hello.zendesk.com/e/er?s=2136619493&lid=30&elqTrackId=edaf69dabe26480a93d50879c8dd8642&elq=c70a486fbb204725ab6393c9df49ded3&elqaid=73818&elqat=1>                          

Product Notice           

Hello,

Starting January 3, 2023, all Zendesk accounts will be required to maintain an active ticket-closing automation that runs no later than 28 days after tickets are solved. We’re reaching out to you because we noticed that the default automation <https://app.hello.zendesk.com/e/er?s=2136619493&lid=56459&elqTrackId=4a2b775598d54224ab9664626b38512f&elq=c70a486fbb204725ab6393c9df49ded3&elqaid=73818&elqat=1> in your account has been deactivated or deleted. 

Why is Zendesk making this change?
There’s a longstanding Zendesk system rule <https://app.hello.zendesk.com/e/er?s=2136619493&lid=56458&elqTrackId=87b5de77fe604a659e66e7cbc9a96bf1&elq=c70a486fbb204725ab6393c9df49ded3&elqaid=73818&elqat=1> that attempts to close all tickets 28 days after being solved. However, this rule can only process 50,000 tickets per day, which means accounts with high volumes need a ticket-closing automation to ensure all are closed and subsequently archived to prevent performance issues.  

What happens to tickets once they’re archived?
Archived tickets are still accessible and actionable, including for reporting purposes in Explore. See About ticket archiving <https://app.hello.zendesk.com/e/er?s=2136619493&lid=56457&elqTrackId=9bae11bce79445659f3b3b85ce7b5429&elq=c70a486fbb204725ab6393c9df49ded3&elqaid=73818&elqat=1> for details.

What do I need to do?
No action is required. We’ll begin reactivating the default automation in all accounts where it’s inactive or deleted on January 3, 2023, at which point it will close tickets 20 days after they’re solved. You may simply want to adjust the process time (up to 28 days) once it’s been reactivated in your account.

If the automation has been deactivated, but not deleted, in your account, then you’re welcome to reactivate it yourself any time prior to January 3. 

Questions?
Please contact us <https://app.hello.zendesk.com/e/er?s=2136619493&lid=56456&elqTrackId=e6ace3d050ca4f9d98b09f446079600a&elq=c70a486fbb204725ab6393c9df49ded3&elqaid=73818&elqat=1> and we’ll be happy to help. 

Thanks for being a valued customer and take care, 
The Zendesk Team                                                  

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