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Answer
A request did not resolve itself after the number of days
- The count starts at your last reply, not at the last activity. A reply from the customer starts it again from your next reply.
- Urgent requests never resolve by themselves.
- A request whose last message is the customer's is left alone, even if its status is waiting on customer.
- If a reminder went to the customer, the request waits until the date the reminder gave them.
- Nothing resolves while the support desk is switched off.
- The check runs once an hour as a WordPress scheduled task, which runs when somebody visits the site. On a site with few visitors, or one where scheduled tasks are switched off (
DISABLE_WP_CRON) without a server task running them instead, it runs late or not at all.
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