# Ticket rules

> Ticket prefix, auto-closing solved tickets, and when Messenger replies are emailed.

Under **Settings › Support settings › Ticket rules** (organization admins). Each setting has its own **Save** button.

## Ticket prefix

The letters in front of every new ticket number, like **SUP**-12 (the default). Use 2–5 letters A–Z. Existing tickets keep their number.

## Auto-close solved tickets

**Close solved tickets after** a number of days (default **4**). A solved ticket closes after that many days unless the customer replies.

A customer reply to a solved ticket reopens it. A reply to a closed ticket opens a follow-up ticket.

HubSpot tickets are not auto-closed; HubSpot manages them.

## Messenger replies

**Email unseen replies after** a number of minutes: **1 to 60**, default **5**.

When you reply to a Messenger ticket, the reply shows in the visitor's Messenger first. If the visitor hasn't seen it in Messenger within this time, it is emailed. If they have, no email is sent. See [Conversations and replies](/support/messenger/conversations/).

This only affects Messenger tickets. Replies on email and form tickets are emailed straight away.