Wait for Inactivity - Workflow Action

We’ve introduced a new Wait for Inactivity workflow action that helps teams stay on top of idle tickets and keep their queues organized. This action waits until a request has gone quiet and the requester is no longer responding. By catching inactivity early, teams can maintain cleaner queues and keep SLAs on track without the need for constant manual oversight.

Why we built it

We built this feature after hearing from teams who struggled with inactive tickets piling up over time. These dormant requests can clutter queues, making it harder to focus on issues that still need attention. The Inactivity Monitor helps automate this cleanup, ensuring that support operations stay efficient and that active work remains visible.

What you can do with it

With the Inactivity Monitor, you can define custom inactivity thresholds, who to monitor inactivity from, and decide exactly what should happen when a request stalls. Whether you want to close tickets after a few days of silence, automatically resolve them, or route them to another team for review, this new action makes it simple to maintain a healthy, up-to-date queue.

Learn how to enable the Inactivity Monitor in our docs.