SL Support - Closing procedure

Whenever a ticket gets no response from the requester, Support agents should ask for an update within the same day and, if no answer is received, they may close the ticket the next day (after 24 hours).

These are the steps that all Support agents should follow:

1- if further information is requested but no response is received from the requester, Support agents should ask for an update 1 or 2 hours after the last response (within the day).

2- if after 24 hours there is still no answer, Support agents should reply back to the requester using the template below and setting the ticket to ''Solved'':

Since we haven't heard anything back from you we will close your ticket. If you would like to provide an update or require more time to work through our latest comment, simply reply to this e-mail and let us know.

Please, reach us back if you need further assistance.

3- before closing the ticket, Support agents should leave the following internal note "No further information was provided".