Weird customer support flow

I wanted to ask something to the copysmith support, and I received an automatic answer (using zendesk), which is ok

"has been received and is being reviewed by our support staff."

But new, I received this other email few sec after :

"All of our tutorials for using Copysmith templates are located here...."

which is a good idea to notify the user/client to check the resource center, but at the end of the email, here

" By default, I'll go ahead and close this ticket."

How is possible? they close the ticket automatically...without even check the ticket.

Someone has set up the same flow in his SAAS ?

Personally, I think it's a horrible idea to close automatically a ticket without giving an answer.

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