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: Starting with a recent LiveAgent update, tickets that remain in the "Resolved" status for more than 365 days 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. To manage the visibility of these closed tickets in your ticket filters, go to the "Tickets" section and modify the filter you are using. Hover your cursor over the filter on the left-hand menu (where the ticket filters are listed), click the gear icon that appears, and then choose "Modify." In the settings for the ticket filter, you can check or uncheck the box for displaying tickets with the "Closed" status. Save your changes to apply the updates.