Active tickets may be closed manually or automatically if:

• A technician assigned to resolving the issue is satisfied that the issue was resolved;
• The user who opened the ticket did not respond to the technicians inquiry/request for three business days;
• The issue was resolved in some other way, and the user subsequently closes the ticket.

A user who submitted a ticket can reopen it by replying to the message she/he received that the ticket was closed. This gives the user an opportunity disagree with the technician's decision that the problem was resolved.

While IT Department is very grateful for your understanding, and appreciation you show for our work, we would like to ask you the following:

Please do NOT reply with Thank you messages to the ticket closure emails.

Every reply actually re-opens the ticket, and the technician has to go back to the ticket and close it again. While it is always nice to see your satisfaction, technicians' time is much better spent on resolving  technical issues than administering tickets.

Your help and understanding is very much appreciated.