Customer context: The customer noticed that LiveAgent started automatically closing old tickets and wants to know why this happens and how it works.
Customer question: LiveAgent started closing old tickets. Why is this happening, and how does it work?
Solution: Tickets that remain in the "Resolved" status for more than a selected number of days (by default 365) are automatically changed to the "Closed" status by the system. If you wish to adjust this timeframe, you can do so by navigating to Configuration > System > General > Close resolved tickets after. It is not possible to turn this option off. To manage the visibility of these closed tickets in your ticket filters, you need to modify the filters you are using. In the settings for the ticket filter, you can check or uncheck the box for displaying tickets with the "Closed" status. Do not forget to save your changes to apply the updates.