PHPJunkyard support forum

is there an auto closed ticket template?

I see a ticket_closed.txt
however i would like to have custom ticket to say

"we haven't heard back from you in 7 days, we are closing this ticket, if you want to reopen just click reply"

Is this possible?
I assume ticket_closed.txt will be sent when a staff member closes the ticket, so the auto close needs to say something a little different

After more testing I discovered that sending reply and marking as resolved only sends the reply email template and not the closed email template

I've tested marking as resolved, and it sends the email "closed"
I'm waiting for a day to pass before it auto closes, but i assume it will send the same email template?

Correct; if staff replies it will be "new staff reply" and if a ticket is closed directly (link or auto-close), the "ticket closed" email is sent.

Hello,
I have a quesions,

Hesk sends me all notifications but does not send one if the ticket is closed

What could be wrong ??

In Admin panel > Settings > Email check under "Notify customers when" if you have "A support ticket is marked Resolved" selected.