Your request may automatically be closed for a few reasons:

• Your request is a duplicate of another one of your tickets.
• We haven't heard back from you within the last 7 days.
• This sounds harsh, but when you reply to say 'thank you', but the ticket re-opens when you reply to it. We really appreciate the thanks - but please respond to the survey on the resolution email.

If you request has been "Closed" or "Resolved" and the issue is still happening, reply to the email or ticket to re-open it. A member of the IT services team will then look into it for you.