Currently, I have a ticket pending. One of your genius engineers is hard at work trying to fix something for me. (Awesome.) However, I get an email quite often saying:

"Hi there,

This is an automated e-mail to remind you that request (#XXXXXX) is pending at your end and awaits your feedback.

This is an automated system which would mark this ticket solved if not replied within next 24 hours. Please update the ticket if required. Otherwise, this ticket would be marked as solved due to no reply.

Please follow the link below to review and update your request:
http://tickets.cloudways.com/hc/requests/XXXXXX"

So, naturally I respond saying, "please don't close my ticket!"

And then I get a manual response saying, "no no, you're good" and then the cycle begins again.

It would be better if you didn't prompt me for a response, and instead said something like,

"Hi there,

This is an automated e-mail to remind you that we are still working on request (#XXXXXX).

This is an automated system. Rest assured we're working on your project and hope to update you with a resolution soon. Please update the ticket if required.

Please follow the link below to review and update your request:
http://tickets.cloudways.com/hc/requests/XXXXXX