Auto-close stale Gorgias tickets using an agent skill

mkdir -p .claude/skills/auto-close-stale/scripts

---
name: auto-close-stale
description: Finds Gorgias tickets with no customer reply after 48 hours and sends a follow-up message. Closes tickets where the follow-up was sent and 24 more hours have passed.
disable-model-invocation: true
allowed-tools: Bash(python *)
---
 
Close stale support tickets:
 
1. Run: `python $SKILL_DIR/scripts/close_stale.py`
2. Review the output — it shows follow-ups sent and tickets closed
3. Use `--dry-run` to preview without making changes

#!/usr/bin/env python3
"""
Gorgias Auto-Close Stale Tickets
Sends follow-up messages to stale tickets, then closes them if no reply arrives.
"""
import os
import sys
from datetime import datetime, timezone
 
try:
    import requests
except ImportError:
    os.system("pip install requests -q")
    import requests
 
GORGIAS_EMAIL  = os.environ["GORGIAS_EMAIL"]
GORGIAS_KEY    = os.environ["GORGIAS_API_KEY"]
GORGIAS_DOMAIN = os.environ["GORGIAS_DOMAIN"]
BASE_URL       = f"https://{GORGIAS_DOMAIN}.gorgias.com/api"
AUTH           = (GORGIAS_EMAIL, GORGIAS_KEY)
 
FOLLOW_UP_HOURS = int(os.environ.get("FOLLOW_UP_HOURS", "48"))
CLOSE_HOURS     = int(os.environ.get("CLOSE_HOURS", "72"))
EXCLUDE_TAGS    = {"vip", "escalated", "priority"}
DRY_RUN         = "--dry-run" in sys.argv
 
FOLLOW_UP_MESSAGE = """Hi {name},
 
Just checking in — did our previous reply resolve your question? If you still need help, simply reply to this message and we'll pick things right back up.
 
If we don't hear from you, we'll close this ticket shortly to keep things tidy. You can always reach out again anytime.
 
Best,
The Support Team"""
 
 
def get_pending_tickets(limit: int = 50) -> list:
    resp = requests.get(
        f"{BASE_URL}/tickets",
        auth=AUTH,
        params={"status": "pending", "limit": limit},
    )
    resp.raise_for_status()
    return resp.json().get("data", [])
 
 
def hours_since_update(ticket: dict) -> float:
    updated = datetime.fromisoformat(
        ticket["updated_datetime"].replace("Z", "+00:00")
    )
    return (datetime.now(timezone.utc) - updated).total_seconds() / 3600
 
 
def get_tags(ticket: dict) -> set:
    return {(t.get("name") or t) for t in ticket.get("tags", [])}
 
 
def last_message_is_agent(ticket: dict) -> bool:
    messages = ticket.get("messages", [])
    if not messages:
        return False
    return messages[-1].get("source", {}).get("type") == "helpdesk"
 
 
def send_follow_up(ticket_id: int, customer_name: str) -> None:
    body = FOLLOW_UP_MESSAGE.format(name=customer_name or "there")
    requests.post(
        f"{BASE_URL}/tickets/{ticket_id}/messages",
        auth=AUTH,
        json={
            "body_text": body,
            "channel": "email",
            "from_agent": True,
            "source": {
                "type": "helpdesk",
                "from": {
                    "name": "Support Team",
                    "address": f"support@{GORGIAS_DOMAIN}.com",
                },
            },
        },
    ).raise_for_status()
 
    # Tag to track that follow-up was sent
    requests.put(
        f"{BASE_URL}/tickets/{ticket_id}",
        auth=AUTH,
        json={"tags": [{"name": "auto-close-sent"}]},
    ).raise_for_status()
 
 
def close_ticket(ticket_id: int) -> None:
    requests.put(
        f"{BASE_URL}/tickets/{ticket_id}",
        auth=AUTH,
        json={
            "status": "closed",
            "tags": [{"name": "auto-closed"}],
        },
    ).raise_for_status()
 
 
def main() -> None:
    if DRY_RUN:
        print("DRY RUN — no changes will be made\n")
 
    print("Fetching pending tickets...")
    tickets = get_pending_tickets()
    print(f"Found {len(tickets)} pending ticket(s)\n")
 
    follow_ups = 0
    closes = 0
 
    for ticket in tickets:
        tags = get_tags(ticket)
 
        # Skip excluded tickets
        if tags & EXCLUDE_TAGS:
            continue
 
        # Only process tickets where the last message is from an agent
        if not last_message_is_agent(ticket):
            continue
 
        hours = hours_since_update(ticket)
        tid = ticket["id"]
        subject = ticket.get("subject", "")[:50]
        name = ticket.get("requester", {}).get("firstname", "")
 
        if "auto-close-sent" not in tags and hours >= FOLLOW_UP_HOURS:
            if DRY_RUN:
                print(f"  WOULD send follow-up: #{tid} {subject!r} ({hours:.0f}h)")
            else:
                send_follow_up(tid, name)
                print(f"  Sent follow-up: #{tid} {subject!r} ({hours:.0f}h)")
            follow_ups += 1
 
        elif "auto-close-sent" in tags and hours >= CLOSE_HOURS:
            if DRY_RUN:
                print(f"  WOULD close: #{tid} {subject!r} ({hours:.0f}h)")
            else:
                close_ticket(tid)
                print(f"  Closed: #{tid} {subject!r} ({hours:.0f}h)")
            closes += 1
 
    print(f"\nDone. Follow-ups sent: {follow_ups}, Tickets closed: {closes}")
 
 
if __name__ == "__main__":
    main()

# Preview what would happen (no changes made)
python .claude/skills/auto-close-stale/scripts/close_stale.py --dry-run
 
# Run for real
python .claude/skills/auto-close-stale/scripts/close_stale.py
 
# Or via Claude Code
/auto-close-stale

# Send follow-up after 24 hours, close after 48 hours total
FOLLOW_UP_HOURS=24 CLOSE_HOURS=48 python .claude/skills/auto-close-stale/scripts/close_stale.py

# crontab -e — run every hour during business hours
0 * * * * cd /path/to/project && python .claude/skills/auto-close-stale/scripts/close_stale.py >> /tmp/auto-close.log 2>&1