Hi everyone,
I’m running into an issue where cases in my Freshservice instance are being auto-closed or marked as resolved sooner than I expect. Sometimes this happens even when the customer hasn’t confirmed that the issue is fully resolved, and it’s causing confusion with follow-ups and reporting.
I’ve checked my workflow automations and service level policies, but I’m not entirely sure which settings control the timing of auto-closure. I’m also wondering if there’s a best practice around handling resolutions so that agents or customers have enough time to confirm before a case is closed.
Has anyone else experienced this before?
