Currently if I go on vacation for a week, I come back to my cases closed regardless of if I have an away message on my email or not. If I have an open case that gets a response on Friday after I've left for the day, and I take Monday off, by Tuesday morning my case is closed because Saturday and Sunday count as the three day window that I have to respond before my case is automatically closed.
I understand that case times are a base metric, but surely an internal status allowing support to put the case on hold when there is a note that someone will be unavailable is better than just closing things out prematurely.
Claire Werner
| Company | MTech Mechanical |
| Job Title / Role | Systems Analyst |
| I need it... | Yesterday...Come on already |
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Claire, I know just how you feel. I have to keep reopening my case because they keep saying I haven't responded. Even when my response show in there the same day they closed the ticket. A case shouldn't be closed until it gets resolved. Mine has been running for a month + and I have reopened it 4 time. Gary is wrong!!!
Claire, did you know that just because the case is closed (automatically or resolved) you can simply reply to the email and Support will reopen it without question if the issue is still present?