This article is for users with the Manage Care workflows permission in Care. For more information about Care permissions, see Set up Care permissions.
When you mark a case as done, the case enters a grace period during which it is considered closed. If a customer posts a new message (for example, a comment) during the grace period, the case automatically reopens. For more information, see Change the Status of a Care Case.
By default, the grace period is five days. You can adjust the length of this period based on your business requirements. The maximum number of days you can set is 60.
Steps:
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Go to Settings -> Care -> Workflows.
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In the Close cases after… (Grace period) section, adjust the length of the grace period as you need.
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Click Save.
The new length of the grace period is saved.