A support request can be closed or reopened by its customer

On the support page, a request can be closed or reopened by its customer, and a message into a closed request reopens it. An answered request with no activity for 7 days closes itself with a reminder one day before.

• On the support page, a request that closes automatically leaves a system note in its thread.
• On the support page, the reminder one day before a request closes itself is a personal notification.
• On the support page, a request that support has not answered is never closed automatically.