If a support ticket has been Pending on your response for 3 days, the ticket status will be automatically update to Solved by the ticket system (during these 3 days, there will be two reminder emails sent by the ticket system to remind you for a response). After another 7 days, the ticket status will be automatically updated to Closed.
When a ticket is in Solved status, you can directly reply in the ticket or email thread to reopen it.
When a ticket is in Closed status, the ticket cannot be reopened again. However, you can follow up with a closed ticket in one of the following ways:
If you’re using the web portal to access your support tickets, you can create a follow-up ticket from the closed ticket, so the Support team can trace back to all the discussions in the original ticket.
If you’re using an email thread to update your support tickets, you can simply reply in the same email thread, and there will be a follow-up ticket automatically created by the ticket system to continue the discussion and investigation.