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Notice of ticket-autoclosure using escalation rules... am I shooting myself in the foot?


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I've just set up escalation notices so that 48 hours before a ticket auto-closes due to inactivity, it notifies the customer that if they don't reply within 48 hours it'll be closed.

My question is that does this reply from "System" via the escalation notice count as activity from a ticket standpoint, therefore, will the ticket never actually be closed?

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