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:
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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.
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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.