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Tickets Closing prematurely with Hold or Customer-Reply status


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I'm running the latest version of WHMCS 4.2.1.


Due to the nature of my business there may be several days before we reply to tickets based on their support package.


The problem however is WHMCS automatically closes out tickets with either a "Hold" status or a "Customer-Reply" status.


Because of this I set up WHMCS to send me a copy of all emails it sends out, since clients began complaining that their tickets were being closed with no response.


The system sends them an email basically saying:

This is a notification to let you know that we are changing the status of your ticket #12345 to Closed as we have not received a response from you in over 100 hours.


Shouldn't this only apply to tickets replied to by staff which in turn need the customer to reply back?


Am I missing a setting that prevents this from happening to tickets with a status message other than "Answered"?


Thank you in advance.

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