Zendesk automation to close stale tickets after multi step reminders: The definitive guide

Let’s be honest, every support team knows the feeling. You open your queue, and there they are: stale tickets. Those unresponsive conversations that just sit there. They’re more than just a messy backlog; they can impact your resolution metrics and lead to unnecessary manual follow-ups.

Zendesk is a world-class platform that provides the tools you need to handle this. You can have your team manage these manually, but for long-term efficiency, Zendesk’s automation capabilities are the way to go.

The good news? You can build a robust workflow to handle this automatically. While setting this up natively involves several steps to ensure accuracy, Zendesk provides the powerful tools needed to build a reliable and professional-grade system.

In this guide, I'll walk you through how to set up a Zendesk automation to close stale tickets after multi step reminders. We'll also look at how you can complement this native approach with AI-powered tools to make your support operation even more efficient in 2026.

What is Zendesk automation?

Before we jump into the setup, it’s helpful to get a handle on Zendesk's two main automation tools: Triggers and Automations. Both are essential parts of Zendesk’s powerful engine.

• Triggers are based on events. They fire off the second something specific happens, like a customer creating a new ticket. Zendesk handles these instantly to ensure your customers feel heard right away.

• Automations are based on time. They run on a regular schedule and scan your ticket queue for tickets that meet time-based rules, like "this ticket has been pending for more than 48 hours."

To build our multi-step reminder workflow, we're going to use these time-based Automations to nudge customers and, eventually, resolve those inactive tickets.

Closing stale tickets with native Zendesk automation

Getting this done in Zendesk is a precise process. You’ll create a series of separate automations that work together to provide a seamless customer experience. The goal is to remind the customer once, give them a final warning, and then solve the ticket if there’s no response.

Here’s how to build it, step by step.

Step 1: Create a tag and set the first reminder

First off, we need a way to track tickets in this follow-up process. Zendesk’s tagging system is perfect for this. Let's create one called "stale_ticket_reminder_1".

Now, let's build the first automation:

1. Head over to Admin Center > Objects and rules > Business rules > Automations.

2. Click Add automation.

3. Give it a clear title, something like "Stale Ticket - First Reminder".

4. Under Meet ALL of the following conditions, add these rules:

   • Ticket: Status | Less than | Solved
   • Ticket: Hours since pending | Greater than | 48 (or your preferred timeframe)
   • Ticket: Tags | Contains none of the following | "stale_ticket_reminder_1"

5. Under Perform these actions, set up the following:

   • Notifications: Email user | (requester) and write your first friendly follow-up message.
   • Ticket: Add tags | "stale_ticket_reminder_1"

This automation identifies pending tickets and ensures the customer receives a helpful nudge while adding a tag to track the ticket’s progress.

Step 2: Set the final reminder

Next, we’ll create a final warning automation. This one looks for tickets that have already received the first reminder but remain inactive.

Let’s create a new tag: "stale_ticket_reminder_2".

1. In the Automations page, click Add automation.

2. Title it "Stale Ticket - Final Reminder".

3. Under Meet ALL of the following conditions, add:

   • Ticket: Status | Less than | Solved
   • Ticket: Hours since pending | Greater than | 120 (e.g., 5 days total)
   • Ticket: Tags | Contains at least one of the following | "stale_ticket_reminder_1"
   • Ticket: Tags | Contains none of the following | "stale_ticket_reminder_2"

4. Under Perform these actions, add:

   • Notifications: Email user | (requester) with a clear message, such as, "We'll be closing this ticket in 48 hours if we don't hear back, but we're here if you still need help!"
   • Ticket: Add tags | "stale_ticket_reminder_2"

This ensures that only tickets that have completed the first step will receive the final nudge.

Step 3: Automatically solve the ticket

Finally, we need an automation to complete the loop. This one identifies tickets that have hit the final deadline after both reminders.

1. Create one more automation and call it "Stale Ticket - Auto-Solve".

2. Under Meet ALL of the following conditions, add:

   • Ticket: Status | Less than | Solved
   • Ticket: Hours since pending | Greater than | 168 (e.g., 7 days total)
   • Ticket: Tags | Contains at least one of the following | "stale_ticket_reminder_2"

3. Under Perform these actions, add:

   • Ticket: Status | Solved

By following these steps, you’ve used Zendesk’s granular control to build a reliable, multi-step system for managing your queue.

Maximizing the potential of native Zendesk automation

While the process we just walked through is effective, it's worth considering how to manage these native Zendesk features as your team grows.

• Precision and Management: This workflow requires managing multiple automations and a tagging system. This level of granularity is a strength of Zendesk, allowing for very specific control, though it does mean your admin team should stay organized as you add more workflows.

• Consistent Logic: Native automations are extremely reliable because they follow your exact instructions. They operate on precise time-based rules, ensuring a predictable outcome for every ticket based on the parameters you set.

• Focused Execution: Native automations are built to execute tasks efficiently. For deeper analysis into why tickets go stale, you can use Zendesk Explore to find gaps in your knowledge base or identify product trends.

• Structured Framework: Zendesk provides a consistent environment. While changes to timing or conditions require manual updates to the rules, this ensures that any changes are intentional and well-documented across your support operation.

This setup is a great way to handle ticket closure, and there are ways to make it even more powerful by adding AI into the mix.

An integrated approach: Using AI to enhance stale ticket management

Instead of relying solely on time-based rules, you can enhance your Zendesk setup with an AI layer like eesel AI that integrates directly into your helpdesk. This complementary approach adds a layer of context-awareness that works alongside Zendesk's core features.

By adding an AI agent, you can create even more flexible rules. The AI can assist in understanding the context of a conversation, allowing for more personalized actions within your Zendesk ecosystem.

Here’s how these complementary approaches compare:

Feature	Native Zendesk Automation	eesel AI Agent
Setup Complexity	Precise: Uses multiple automations for detailed control.	Flexible: A single, integrated rule that complements your setup.
Intelligence	Logic-based: Follows reliable time-based rules.	Context-aware: Understands the nuances of the conversation.
Flexibility	Structured: Provides a dependable, time-based framework.	High: Can be tailored with custom prompts and actions.
Testing	Live Monitoring: Real-time visibility into how rules fire.	Safe Simulation: Ability to test against historical ticket data.
Insights	Focused: Zendesk Explore provides core reporting.	Actionable: Identifies trends and knowledge gaps automatically.

Go live in minutes

One of the best things about modern AI tools is how well they work with your existing helpdesk. eesel AI is designed to be radically self-serve, meaning you can connect your Zendesk account and enhance your stale ticket workflow quickly, without needing to overhaul your entire system.

Test your workflow with confidence

If you want to ensure your automation is perfect before it goes live, eesel AI's simulation mode is a great tool. It allows you to see how the AI would have handled thousands of past tickets, giving you the confidence to roll out your new workflows within Zendesk.

Comparing pricing: Native Zendesk automation and AI enhancements

When planning your budget for 2026, it’s important to look at the value provided by your support stack.

Zendesk pricing breakdown

Zendesk offers a mature and scalable pricing model. Most automation features are included in the Zendesk Suite plans, which start at $55 per agent/month (billed annually). As you grow, higher tiers like Suite Growth ($89/agent/month) or Suite Professional ($115/agent/month) offer even more comprehensive setup options and advanced analytics.

eesel AI's transparent pricing model

To complement your Zendesk investment, eesel AI offers a predictable pricing model. Their plans are based on a flat monthly fee tied to interactions, which helps keep your costs stable even as your team grows.

Importantly, eesel AI has no per-resolution fees, meaning your budget remains predictable regardless of how many tickets the AI helps manage in a busy month.

Optimize your support with intelligent automation

Managing stale tickets is a priority for any professional support team. Zendesk’s built-in tools provide a reliable and granular way to automate this cleanup, ensuring your queue stays organized. By building a Zendesk automation to close stale tickets after multi step reminders, you’re utilizing a proven platform that powers thousands of successful companies.

To take your support to the next level, consider how AI-powered tools like eesel AI can work alongside Zendesk. Together, they allow you to move beyond simple timers and build a context-aware system that helps you scale your support while maintaining a human touch.

Ready to see how AI can enhance your Zendesk workflows in 2026?

Start your free eesel AI trial today and go live in minutes.