Auto-close and working hours
Two housekeeping features keep the inbox honest: auto-close clears out abandoned tickets, and working hours set expectations when your team is asleep.
Auto-close
Set Auto-close after inactivity on any category, in hours. When a ticket has had no human message for that long, Onyx posts a warning that pings the opener: reply to keep it open. If the ticket stays silent for another 12 hours, it closes with reason "inactivity."
Details worth knowing:
- Only member and staff messages reset the clock. An unanswered AI reply still counts as a quiet ticket.
- Any reply after the warning cancels it completely.
- Inactivity closes skip the review prompt; nobody gets asked to rate a ticket they abandoned.
- Leave the field empty to never auto-close.
Working hours
On the Panels page, set a weekly schedule and timezone, then pick what happens outside those hours:
- Open tickets with an offline note (default): tickets always open, the AI always answers, and the welcome message includes a note telling members that replies may take longer — with copy you can customize.
- Block new tickets: members can't open new tickets from panels; instead they see your offline message privately, right where they clicked. Tickets opened as hand-offs from public channels still go through, so members the AI couldn't help are never stranded.