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For some reason our tickets often are not automatically transferred into Close status in 7 days after last reply to a client even though Auto-close option in their department is on.

Could you clarify what is algorithm of auto-close function and after what even it counts auto-close period?

Auto close will occur a number of hours after the last action took place on this ticket. So it's not necessarily the last response to the customer but the last time the ticket was modified. This, of course, is set by the department setting under the "Tickets" tab. (Be sure the checkbox next to the field is checked in order for this setting to work)

Since auto close is based off of any action and not just the last reply to the customer, it's possible that some tickets may not be closed after just 7 days of not replying. Here are some actions may also reset this event date:

1. Changing the ticket's status
2. Changing the ticket's priority
3. Pinning or unpinning tickets
4. Transferring tickets to other agents
5. Deleting or undeleting a ticket

Hope this helps.

Thank you ever so much! Yes, I've validated and indeed we do not have tickets over specified period after last ticket action.

What a pity there is nothing about this in Help documents...

We'll make sure to mention this somewhere in our help so it's a bit less confusing. The details tab should tell you of the actions taken on a ticket. So if you're ever unsure I'd start by checking there.

Thanks