A ticket with a suggested answer stays with the support team

When a ticket is answered with a suggestion, it stays open with the team it was routed to. You do not need to reply for them to look at it; close it if the suggestion was enough.

An automatic answer that was not written by a person is a suggestion, not a resolution. The ticket stays open with its team from the start, and the thread says which team and when to expect a response.

• If the suggestion solved it, close the ticket (and rate the answer if you like).
• If it did not, you need do nothing; adding what you tried, or a reply such as still an issue, goes to the team at once, and the thread says so.
• When the support team asks you a question, the ticket waits for you; your answer puts it back with them.