It sometimes takes us a bit to acknowledge that we have received the request and are working on it. Is there a way to send up an auto-reply in the body of the issue to let the customer know that we've received the request and will be in touch with them shortly?
If you go to project settings > customer notifications, you should see some items which you can turn off and on. One of them is an auto confirmation sent back to customers letting them know that their ticket came through.
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