What Happens While Support Is Waiting for Your Reply?

Sometimes the support team needs something from you to move forward: a contract number, a screenshot, or a simple confirmation. At that moment the ticket moves to Waiting for customer reply, and a waiting window starts.

How does this status begin?

1. 1
   A support agent sends you a reply containing a question or a request for information.
2. 2
   The ticket status automatically becomes Waiting for customer reply.
3. 3
   From that moment a 72-hour window begins.

If you reply within the window

• The status immediately becomes Customer replied.
• The support team is notified to review your reply.
• The 72-hour window is cancelled completely — it only starts again if the team replies and is once more waiting on you.

If you do not reply within 72 hours

Why does this exist?

So that tickets do not stay open with no follow-up. It frees the team to focus on active requests and gets answers to the people who are actually waiting.

What remains after an automatic closure?

• All previous replies stay visible to you in the ticket.
• Attachments remain accessible exactly as before.
• The rating window opens, lasting 48 hours from the moment of closure.
• If your issue still stands, you can open a new ticket and explain it.

Important notes

• The window starts from the team's reply, not from the ticket creation date.
• If the support team changes the ticket to another status, the window stops.
• ⚠️ To avoid an automatic closure, keep an eye on your email after any reply from the team.

What happens next?

Either you reply and the work continues, or the ticket closes automatically and moves to the rating stage.

Related articles

• How to Track Your Ticket and Understand Its Status
• Ticket Closure and Automatic Closure
• Rating Your Support Experience