We have several rules which are automatically performed by our Support system to make ticket handling more efficient. They are:
- Reminder: we are waiting for your response on ticket - we are always willing to entirely resolve the problem a customer faces, although need your assistance and feedback. Please, make sure to let us know up-to-date state of the problem or resolution success.
- Automatically resolve tickets after 72 hours waiting on customer - please, note that we cannot perform an investigation without requested information and/or reaction to suggested solution(s). If the customer does not provide us with the required details within stated period - we suggest to close the ticket. If further investigation is still required you can easily reopen the ticket at any time by sending a reply to the latest message in the ticket.
- Automatically close resolved tickets after 24 hours - the issue is considered to be entirely settled if no reply was received within 24 hours after the ticket resolution.