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 7 days after KNX' reaction, an email will be sent to the customer (including all persons listed in the CC field of the ticket) informing them that there has been no reaction since the latest answer by KNX.
If the customer still does not react after another 7 days (i.e. 14 days after the latest reaction from KNX), then the ticket automatically gets the status 'Solved'. 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. 24 days later) then 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 in order to react to the ticket.