YakDesk Docs

How to set up ticket automations in YakDesk

Growth and AgencyOwners and admins

Tickets stall when a customer stops replying, and solved tickets pile up when nobody closes them. Automations send a follow-up to quiet customers, solve tickets that have waited too long, and close solved ones, so your queue stays current. Every automated action is recorded in the ticket's history.

Before you start

  • A Growth or Agency plan (tickets are included)
  • An Owner or Admin role in YakDesk

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Transcript

Let YakDesk follow up on quiet tickets, and tidy up solved ones for you.

In Tickets, open Settings and scroll to Automation and sending. To nudge customers who have gone quiet, set Bump after to 3 days, with at most 2 bumps.

Set when tickets waiting on the customer are solved, and when solved tickets close.

Optionally, set an undo window, so agents can take back a reply for a few seconds after sending it. Then select Save.

Steps

  1. Follow up on quiet customers ▶ 0:06

    In Tickets, select Settings. Under Automation & sending, enter Bump after (days, empty = off) and Max bumps. YakDesk then follows up when a customer hasn't answered your reply.

    Automation settings with Bump after 3 days and Max bumps 2

  2. Solve and close old tickets ▶ 0:17

    Enter Auto-solve pending after (days) and Auto-close solved after (days, 0 = off). Customers get a warning two days before a ticket is solved.

    Auto-solve pending after 7 days and auto-close solved after 14 days

  3. Save ▶ 0:23

    Optional: enter an Undo-send window (seconds, 0 = off). Select Save. YakDesk shows Automation settings saved.

    Automation settings saved, with a 10-second undo-send window
ResultYakDesk shows Automation settings saved., and the automations run on your tickets from then on.

Next steps

Updated 2026-11-09