When a ticket is created, it automatically gets the status 'Open', which means that action by KNX is required.
At the same time, an email notification is sent to the customer (including all persons listed in the CC field of the ticket) informing that the request has been successfully received by KNX.
When KNX replies to a ticket, it automatically gets the status 'Pending', which means that an action by the customer is required.
If the customer does not react within 3 days after KNX's reaction, the ticket automatically gets the status "Solved". An email will be sent to the customer (including all persons listed in the CC field of the ticket) informing them that the ticket has been marked as solved due to no reaction since the latest answer by KNX. The customer can still reply, which automatically sets the ticket's status back to "Open", i.e. without the need to create an additional (follow-up) ticket.
If the customer still does not react within 10 days after the ticket's status has been set to "Solved" (i.e. 13 days after KNX's last reaction), the status of the ticket is automatically set to "Closed". In order to react to the ticket (e.g. to add more information), the customer has to create an additional follow-up ticket.