Ticket Closure and Automatic Closure
Closing a ticket means the conversation about that specific request has ended. It does not mean anything disappears: everything in the ticket stays saved and available to you.
Ways a ticket is closed
1) Closed after the work is done
Once your issue is resolved, the support team closes the ticket.
2) Closed by you
If your issue is solved or you no longer need to follow up, a Close ticket button appears on the ticket details page as long as it is not already closed. Click it and confirm.
3) Automatic closure after 72 hours
If the ticket is in Waiting for customer reply and you do not reply within 72 hours, it closes automatically for no response. Details in What Happens While Support Is Waiting for Your Reply?.
What happens after closure?
- No new replies can be added to a closed ticket.
- All previous replies stay fully visible.
- Attachments remain accessible to you and to the support team.
- The rating window starts: 48 hours from the moment of closure.
- You can open a new ticket if another issue appears or the same one returns.
Closure notifications
When a ticket is closed you receive an email and an SMS. The email contains a Rate Your Experience button that takes you straight to your ticket to leave your rating.
If the closure was automatic due to no reply, the email and SMS wording explains that reason.
Important notes
- The ticket number stays the same after closure, and you can return to it any time.
- A closed ticket does not prevent you from opening a new one.
- ⚠️ Do not wait too long if you want to rate — the window is only 48 hours.
What happens next?
Share your feedback through the rating — it is what actually helps us improve the service.