Ticket rules
Under Settings › Support settings › Ticket rules (organization admins). Each setting has its own Save button.
Ticket prefix
Section titled “Ticket prefix”The letters in front of every new ticket number, like SUP-12 (the default). Use 2–5 letters A–Z. Existing tickets keep their number.
Auto-close solved tickets
Section titled “Auto-close solved tickets”Close solved tickets after a number of days (default 4). A solved ticket closes after that many days unless the customer replies.
A customer reply to a solved ticket reopens it. A reply to a closed ticket opens a follow-up ticket.
HubSpot tickets are not auto-closed; HubSpot manages them.
Messenger replies
Section titled “Messenger replies”Email unseen replies after a number of minutes: 1 to 60, default 5.
When you reply to a Messenger ticket, the reply shows in the visitor’s Messenger first. If the visitor hasn’t seen it in Messenger within this time, it is emailed. If they have, no email is sent. See Conversations and replies.
This only affects Messenger tickets. Replies on email and form tickets are emailed straight away.