Please mind following reasons why your ticket will be closed in Freshdesk.

Once a ticket is closed, it will remain closed. In case support is still needed for an existing ticket, please create a new with reference to the closed one. 

Ticket has been resolved by support 

In case support requests can resolved by configuration or by sending instructions, the ticket will be closed afterwards. The new status of the ticket will be closed.

Ticket has been fixed by code change and needs a release
In case an issue has been fixed by our devs, it will be scheduled for the upcoming release. The responsible deployment lead will be taking over the communication and will be in touch with you til the acceptance on live. The prerequisite is that the problem has been solved in the respective issue and the required version is known. Hence, we will be closing the ticket in support. The new status of the ticket will be resolved.

Change Requests
In case of change requests, we will forward your change request internal to our product management. As our product management is taking over, we will be closing the ticket on our end. The new status of the ticket will be closed. 

Waiting for your reply since ten days
In case we don't get a reply from you within ten days, we assume that the support request is not valid anymore. You will get a friendly reminder two days before so that you have the chance to react. Afterwards, the new status of the ticket will be closed.