Native auto resolve marks tickets as resolved when a configured keyword matches the latest customer message, subject, or sender. It is a simple, literal filter for messages that never need support action.
Open ticket automation settings
When to use it
Good candidates include:
- out-of-office phrases
- automated report subjects
- newsletter or notification senders
- other distinctive text that always means no action is needed
Keyword matching is literal. Do not use broad words that may also appear in refunds, delivery issues, legal requests, or account changes.
Set it up
Add exact keywords
Add distinctive text from a message, subject, or sender that should always resolve the ticket.
Review the AI Solved tag
Automatically resolved tickets receive the AI Solved tag.
Create a review view
Create an inbox view filtered by AI Solved so your team can audit the first results.
Native auto resolve or an AI Agent?
Use native auto resolve for literal keyword matches and one outcome: resolve the ticket. Use an AI Agent when the decision depends on meaning or conversation context, or when you need to add notes, apply tags, call integrations, or take other actions before resolving.
Explore AI Agent examples
Best practices
- Start with narrow, distinctive keywords.
- Keep a dedicated AI Solved view active during rollout.
- Check the view daily until the results are stable.
- For spam and inbox hygiene, combine auto resolve with tagging and rules. See Spam.
