I will be on vacation and currently have a support ticket(s) that is awaiting my reply. For during this time, could I request my ticket to not be closed by Rancher automation due to inactivity on my side?

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Yes. Simply let us know before going on your vacation. And, we will place the ticket in an "On-hold" status, for until when you return. As part of letting us know, please indicate the date of your return for when the ticket should be placed back in an "Awaiting your reply" (PENDING) status. Whilst the ticket is in an "On-hold" status, it will NOT be closed by Rancher automation due to inactivity on your side.

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