Safe inactivity reminders and auto-close

Use the User inactive trigger when staff have replied and the ticket is waiting on the member. Use Staff inactive for SLA reminders when the member is waiting on staff. Do not substitute a general idle timer for either case.

A safe pattern is one reminder, followed by a later close rule, both guarded so a human staff member has replied. Do not also enable the category's separate auto-close timer, or two systems may compete.

Staff can run /pause on a sensitive or long-running ticket and /resume when automation should continue.