Tickets Issue

I have opened two different ticketing system at

No one take the ticket and after a while ticket chage status from open to Escalated and seems is automatically closed without reply.

Is bad to see I open ticket, no one take and after a while (a month) ticket are automatically closed without replyes.

So if comodo don’t reply to the ticket and in live chat they say they are only SSL support… I don’t have possibility to contact Comodo also for understand why you have ticket but are not take by anyone… and ticket are resolved without reply after a while.
This has no sense.

Maybe Escalated means ticket are not closed but are same at the previous status and is like in progress… but the strange things is ticket is no assigned to anyone and status is escalated. This is strange. Also your ticket system show the escalated ticket in grey, same color of when a ticket is considered solved.