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Close stale Jitbit tickets automatically

You answered a customer, they never wrote back, and the ticket still sits in Unclosed. Weeks later it clutters every view and counts as open work.

Cotlet does it in your own Jitbit account with list_tickets, get_ticket, reply_to_ticket and close_ticket, called by your AI agent, an n8n workflow or a script.

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Hosted · nothing to install or maintain

Can Jitbit do this on its own?

Jitbit lets you close tickets by hand, in bulk from the list, or with an automation rule on the trigger "Ticket has not been updated for 30 minutes or more" (checked 22 Oct 2026). A rule fires on a time condition and does not look at who wrote last or what the thread says. The official MCP cannot close a ticket.

How you do it in Jitbit today

  1. A technician opens the Tickets page and clicks the Unclosed tab, which lists all active tickets the user may see.
  2. To find the quiet ones, the technician sorts by the last updated column or uses the advanced filter with a last-updated date.
  3. For each ticket the technician opens it and rereads the thread to check that the customer did not write last.
  4. Then the technician clicks Close in the ticket buttons, or Close silently in the more menu, which skips the Ticket closed email.
  5. Several tickets can be ticked in the list and closed together with the bulk actions.
  6. The checking is the part that gets skipped, so quiet tickets stay open for months.

How to close stale Jitbit tickets automatically

Prompt

Find Jitbit tickets nobody has touched for 14 days where we sent the last reply. Add an internal note saying why, then close them without the closed email. Show me anything where the customer wrote last.
  1. 01

    Find the quiet tickets

    list_tickets runs with mode unclosed and updated_before set to your cutoff, so only tickets that really went quiet are in the list.

  2. 02

    Check who wrote last

    get_ticket returns the comments in order. If the last public comment is the customer's, the ticket is skipped and listed for you.

  3. 03

    Leave the reason

    reply_to_ticket posts an internal note with for_techs_only set to true, saying the ticket is closed after no answer since the last reply. It is visible to technicians only.

  4. 04

    Close it

    close_ticket closes the ticket with silent set to true when you asked for no email. Every call asks for your OK until you switch confirmation off for close_ticket.

  5. 05

    Report what stayed open

    The agent lists tickets that were skipped and why, so a customer reply never gets closed over.

What you get back

Example data

Unclosed tickets quiet for 14 days: 9
Closed silently 6, e.g. #4871 "Invoice copy", last reply from us 21 days ago
Skipped 3 (customer wrote last):
- #4902 "Still broken"
- #4915 "Re: export question"
- #4920 "Follow-up"

Other ways to ask

  • Every Friday, list unclosed tickets quiet for 30 days with the last message and close nothing.
  • Close quiet tickets in the Onboarding category only, and send the normal closed email.
  • Before closing, add a public reply asking if the problem is solved, and close the ticket a week later if nobody answers.

What Jitbit allows, and what to know first

  • Close silently appears in the more menu only if the "ticket closed" email notification is enabled in your helpdesk.
  • The Close button changes the ticket status to Resolved, and Re-open brings a resolved ticket back to In process.
  • The Unclosed tab shows all active tickets the user may see, and the ALL tab includes closed ones.
  • Time-based automation rules run only once per ticket, so a rule cannot nag a quiet ticket again and again.
  • A public comment is emailed to the ticket followers, by default the submitter and the assigned person, while a note for technicians only stays inside the helpdesk.

reply_to_ticket and close_ticket ask for your OK by default. To run it weekly without you, switch confirmation off for those tools in your dashboard.

Sources: Jitbit Helpdesk Docs: Ticket page · Jitbit Helpdesk Docs: Tickets grid (list) · Jitbit Helpdesk Docs: Automation Rules · Jitbit Helpdesk Docs: MCP Server

Call close_ticket from a script

curl

curl -X POST https://cotlet.dev/api/v1/jitbit/tickets/4871/close \
  -H "Authorization: Bearer $COTLET_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{"silent":true}'

Example response

{
  "ticket_id": 4871,
  "status": "Resolved",
  "notification_sent": false,
  "closed_at": "2026-10-22T09:04:00Z"
}

MCP: add https://cotlet.dev/mcp/v1 with the same key; the call is jitbit_write → close_ticket. Example data.

Schedule it in n8n, Make, Zapier or cron

Jitbit tools this automation uses

Cotlet Jitbit tools used to close stale Jitbit tickets automatically
Tool Parameters
list_tickets mode, category, status, priority, tag, company, updated_before, updated_after, limit, offset
get_ticket ticket_id
reply_to_ticket ticket_id, body, for_techs_only
close_ticket ticket_id, silent
All 14 Jitbit tools with descriptions

Frequently asked questions

Is it safe to connect Jitbit to Cotlet?

Yes. You sign in to Jitbit yourself, in your own Cloud Browser in the EU, and we never save your password. Your agents only get Jitbit once you enable it, every background request is listed, and the browser profile is stored encrypted with AES-256-GCM, the cipher 1Password uses for its vaults. The AI model never sees a login, posts and messages wait for your OK, and Disable for agents cuts access in one click. Independent scanners grade cotlet.dev A+ on Qualys SSL Labs, securityheaders.com and Mozilla Observatory; live results are on https://cotlet.dev/security.

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