Support

It is the COM_ATS_CLI_CLOSEPOSTMSG string in the back-end language file. Its definition in the source language file is:

COM_ATS_CLI_CLOSEPOSTMSG="This ticket has been automatically closed. All tickets which have been inactive for a long time are automatically closed. If you believe that this ticket was closed in error, please contact us."

Please note that you must create a language override for both front-end and back-end (the "Both" option).

No, you can't do that. Rating a ticket can only happen as part of manually closing it. The idea of the ticket auto-close is that many people don't care about closing their tickets or even post anything back after you reply to them. Instead of leaving hundreds of tickets in the Pending status the system goes in and closes them. The message is supposed to be a courtesy notification to the user that their ticket is closed.

Rating a closed ticket would require the ability for the user to reopen the ticket or be able to change their rating on an already closed ticket (even one already rated). After very careful consideration we concluded that this would be a bad idea. In the grand scheme of things it's easier to have unrated tickets – the people who let their tickets close automatically are extremely unlikely to come back to rate them anyway.