Tickets are closed by the system after they've been "Marked as Solved."
Tickets can be marked as solved by scrolling to the bottom of the ticket's conversation and clicking the "Mark as solved" button.
We can also mark the ticket solved for you, it's a bit easier from our page. Just indicate in your reply that the issue has been resolved. Or, if there is no response received within 5 business days on a ticket "Awaiting your reply" the ticket will be solved automatically. This is similar to how it was done in the old system but they're not closed for another 5 days after being solved to give you some more time to reply.