Why AI Agent closes or snoozes tickets without respondingUpdated 36 minutes ago

If you've noticed AI Agent close a ticket without sending a response, or set a ticket aside without any action from your team, this article explains why. Not every ticket needs a response — AI Agent is designed to recognize when a message requires no action, a simple acknowledgment, or just a moment to wait for more information, and handle it accordingly.

This article covers:

When AI Agent closes a ticket silently

AI Agent evaluates every incoming message before deciding how to respond. When it determines that a message doesn't require a reply, it closes the ticket without sending anything. This is intentional — it prevents unnecessary responses from reaching customers and keeps your inbox focused on tickets that actually need attention.

AI Agent closes a ticket without responding when the message is:

A simple acknowledgment — messages like "Thanks", "Got it", "OK", or "Understood", where the customer has no remaining request and there's no outstanding question or pending action from AI Agent
Spam — bulk, unsolicited, or clearly automated messages
An automated system reply — out-of-office messages, bounce notifications, and other auto-generated responses
A promotional or marketing message — newsletters or broadcast emails not directed at your support team
A bot-like or phishing-style message — scripted or uncanny copy that doesn't represent a genuine customer inquiry
A question unrelated to ecommerce or support — messages outside the scope of what AI Agent is built to handle

These behaviors are built in and can't be turned off. See What you can and cannot change if you want to control which tickets AI Agent acts on.

When AI Agent snoozes a ticket

Snoozing is different from closing. When AI Agent snoozes a ticket, it has sent a response and is waiting for the customer to reply before continuing. The ticket is temporarily set aside — it will reopen automatically when the customer responds.

AI Agent snoozes a ticket when:

A customer sends a vague opener like "Hi", "Hello", or "I have a question" — AI Agent responds and waits for them to share more detail
AI Agent has asked the customer for information (like an order number) and is waiting for their reply
A customer sends a mild deferral like "Maybe later" or "Not right now" — AI Agent waits in case they follow up

A snoozed ticket is not a permanently closed ticket — snoozing sets the ticket status to Closed and removes it from the Open view. Tickets AI Agent has snoozed are tagged ai_snooze. Check the Snoozed tickets view in your helpdesk sidebar, or filter by the ai_snooze tag, to see tickets waiting on a customer reply. If the customer doesn't respond within 3 days, AI Agent closes the ticket automatically.

What you can and cannot change

The close and snooze behaviors described above are built in. They can't be turned off or reconfigured, and guidance has no effect on these decisions.

There are two things you can do:

Prevent AI Agent from seeing certain tickets in the first place. If there are tickets you never want AI Agent to touch — regardless of how it would classify them — use the Prevent AI Agent from answering rule . This is different from a close: AI Agent won't attempt a response, a handover, or a silent close. The ticket is routed directly to your team. Use this for tickets that match specific conditions, such as messages from particular email addresses, tickets with certain tags, or messages containing specific words or phrases.
Set up a recovery path for unexpected closes. The Re-open low CSAT AI Agent tickets rule automatically re-opens closed tickets that receive a low CSAT score and adds an internal note so your team can review and follow up. This won't prevent a close from happening, but it gives your team a way to catch cases where a silent close led to a poor customer experience — for example, if a customer felt dismissed after their message was closed without a reply.

Investigate an unexpected close or snooze

When AI Agent closes or snoozes a ticket, it logs the reasoning behind its decision. Start here before taking any action.

Open the ticket in your helpdesk.
Find the AI Agent activity in the ticket timeline.
Select the activity entry to expand AI Agent's reasoning — this explains what it detected and why it acted the way it did.

Depending on what you find:

If the reasoning describes the message as spam, automated, or not requiring a response: this is expected behavior. The close was intentional and can't be changed.
If the reasoning seems incorrect or doesn't match the message: the classification may be a mistake. Contact Gorgias support and share the ticket link so the issue can be reviewed.
If you want to prevent AI Agent from acting on similar tickets in the future: use the Prevent AI Agent from answering rule to exclude those tickets by condition. See What you can and cannot change.

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