Viki Support sends a lot of automatic and semi-automatic responses which are most of the time useless. And I think they don’t have a full overview of all the responses they sent per issue. So that might be the reason the issues get closed while we wait for solutions on their end.
Ah, maybe. That makes sense. If you don’t check your email and miss the two emails, your ticket will be closed and you’ll just be left waiting for a response without even realizing. The email is definitely very strange since you wouldn’t expect an email about confirming the issue since you’d already clicked “Yes, I need help.” when filing the ticket.