The Support Ticket Settings tab, inside Platform Settings, controls how the support ticket system automatically responds to and closes tickets, and whether an attachment is required when a ticket is created.
Turn automatic first reply on or off, and edit the message that is sent immediately when a new ticket is created
Turn automatic close after resolve on or off, set how many days after a ticket is marked resolved it should auto-close, and edit the closing message that is posted
Require users to attach a file, image, or video when they create a new support ticket
Open Platform Settings from the Platform sidebar and select the Support Ticket Settings tab.
In the Automatic First Reply section, toggle the switch on to send an instant response when a ticket is created, then edit the reply message in the text box below.
In the Automatic Close After Resolve section, toggle the switch on, set the number of days to wait after a ticket is marked resolved, and edit the closing message that will be posted before the ticket closes.
In the Require Attachment on New Tickets section, toggle the switch on if users must attach a file, image, or video when opening a new ticket.
Click Save Changes in the top-right of the page to apply your updates. A confirmation toast appears once the settings are saved.
Save does nothing or is blocked. If Automatic First Reply is on but its message is blank, saving is blocked with an “Auto Reply Message Required” message. The same applies to Automatic Close After Resolve with a blank closing message (“Auto Close Message Required”). If Save Changes seems to do nothing, check that both messages are filled in whenever their toggles are on — the message may have appeared briefly and been missed.
I typed 2.5 days but it saved as 2.Days After Resolved is rounded down to a whole number, and negative values become 0, when you save. This is expected.
There’s no Edit button. Unlike Wallet Settings and AI Agent Settings, all fields here are always editable, and Save Changes is available whenever the page has finished loading or saving.
Auto-reply or auto-close isn’t happening. The settings here are enforced by the server, so if the rules are saved correctly but aren’t firing, contact support.
