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Closing stale conversations ​

Pending conversations that nobody touches for months clutter your queue and your reports. Close stale conversations is an optional job that closes them for you. It is off until someone on your team turns it on, and it only works in inboxes you name.

It is the one Overdesk job that changes a conversation's status in your help desk, which is why it asks for more before it runs than the others do.

What it does ​

Each run looks at the pending conversations in your allowed inboxes (on Intercom, the snoozed ones) and closes any with no activity for 90 days. Activity means the conversation's last update, or its creation date when the help desk reports no update. Each run closes up to 100 conversations across all your help desks, shared between them, and tags each one it closes ai-closed so you can find them later. On Zendesk, a closed ticket is set to Solved.

The 90-day threshold is fixed.

Turn it on ​

  1. Name the inboxes it may work in. Open Settings → General and fill in Allowed inboxes, for example with all. With that field empty, the job closes nothing. See Allowed inboxes.
  2. Open Schedules and press New schedule.
  3. Under What should run, choose Close stale conversations.
  4. Under How often, pick when it runs.
  5. Press Save.

See Schedules for the schedule options.

Checking that it works ​

Every run appears on the Runs page. If Allowed inboxes is empty, the run is marked Skipped with this reason: "Overdesk closed nothing: stale-closing only runs in inboxes you name, and none are named yet. Add them under Settings, in "Allowed inboxes"."

If a help desk connection fails partway, the run is marked failed and names the connection to check under Integrations. See Runs.

Turn it off ​

On Schedules, press the power button on its row to pause it, or the bin icon to delete the schedule. Pausing the workspace in Guardrails → Send mode does not stop this job; only its own schedule does.

What it never does ​

It writes nothing to the customer. It changes the conversation's status and adds a tag, nothing more. Your help desk's own rules still apply to a conversation once it closes, so if your help desk sends a satisfaction survey or a notice on close, check that setting before you turn this on.