Thanks for the precise timeline, it pointed us to the cause. The fix will be available in the next version.
Why it happened: a run waiting at End only turns done when someone clicks Finish run (desktop or phone), when an agent calls team_finalize_run, or when one of two inactivity options finishes it on its own: "Finish after inactivity" in the team settings, or "Close after inactivity" on a trigger. Your two runs that reached End 45 minutes apart and finished 19 seconds apart match one pass of that inactivity timer. Our refusal message for agents_close also suggested turning that option on, so one of your agents may have switched it on. A run finished that way closed its ticket like a manual Finish, and nothing recorded who had finished it.
What changes:
- Every run now records who finished it (you, the phone, an agent, or the inactivity option): in the run timeline, in the callback mail and in backlog_get.
- A run finished by an inactivity option no longer closes its ticket: it goes to In Review when your board has that column (Done otherwise), with a note on the ticket saying nobody checked the work, and the callback mail says so instead of "Nothing is left to do".
- The agents_close refusal no longer suggests turning the option on.
Until then, you can check Team settings > Finish after inactivity on your teams and turn it off if you did not set it yourself.
If this still happens after the update, please reopen this ticket with as much detail as you can (a screenshot or a video helps a lot).