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Answer
Can requests close themselves when the customer never answers?
Yes. Under Settings → Support Desk → Resolve requests waiting on the customer, choose after how many days: 3, 5, 7, 14 or 30. It is off until you choose. Counted from your last reply, a request still waiting on the customer then is marked Resolved, and the customer gets an email saying so, with the link to reply and reopen it, and How did we do? while ratings are on. You can also have them reminded 1, 2 or 3 days before.
Urgent requests are never resolved this way. Requests already more than a week past their date when you switch it on are resolved without any email, so a backlog does not email everybody at once.
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