Ya this is a individual issue, depending on you current sla
our current sla tt first response:4hrs
tt resolution: 24 hrs
so If a customer is slacking on replying and nothing in 3 days i've missed my sla but auto closes after 3 days. interesting, gonna need to look further into this. I've tried all the articles on this issue except the one you provided and requested support.
thanks for your help!
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