The "Probably Resolved" status is used by agents that want set a ticket to automatically close at a later time, not at the time of the agent's response.  

By default this is how the PROBABLY RESOLVED status works with a ticket: 

1-The agent replies to a ticket and selects the PROBABLY RESOLVED status under the ticket status and then clicks Send

2-The ticket's requester (Customer or user that submitted the ticket) will immediately get the agent's response

3-If requester does not respond to the agent's ticket response, a second email will go to the requester in 7 days alerting them that the ticket was closed.

Note: If the ticket requester responds back to the ticket BEFORE the 7 days are up, the ticket status will automatically turn back to "Pending Customer" which will then void the automated secondary ticket closure email.

Note 2: By default a second ticket closure email will go out after 7 days. To change the time from 7 days, follow this FAQ.

Note 3: To edit this letter, Click Admin (Left menu), Click Emails and Edit the letter "Ticket Resolved" under "Requester emails". Changes can take up to 2 hours to reflect. 

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