Symptoms

How does auto-resolve pending tickets work?

Resolution

Once the ticket is in pending status it will be processed with the following algorithm:

1. The first notification to a customer will be sent in 5 days
2. If no answer is received the second notification will go in 10 days
3. If no answer is received, the ticket will be resolved automatically in 14 days.
4. Then if it's not reopened it will be finally closed in 7 days since the resolution date