Can old tickets be discarded without submitter's being notified?

It is possible to delete old tickets without sending any notification to the ticket requester, however this is generally not recommended as it can lead to poor customer service and frustration. We recommend that tickets should only be closed when the issue has been resolved to the customer's satisfaction.

However, there are a few options you can consider:

1. Set a ticket retention policy: You can configure Mojo Helpdesk to automatically close and archive tickets after a certain period of inactivity (e.g. 30 days). This ensures old tickets are cleaned up, but the submitter is still notified when the ticket is closed.
2. Notify submitters before closing: Instead of just closing old tickets, you could send a notification to the submitter first, giving them a chance to reopen the ticket if needed. This maintains transparency and keeps the customer informed.
3. Offer a self-service option: Provide a way for customers to view and manage their own tickets, so they can close or archive them as needed. This gives them more control over their support history.

We recommend exploring these options to find the best balance between ticket management and customer satisfaction for your organization.