Regularly, the Support is asked to keep the case open while you verify (or look for) information. It could be because you are going on vacations and know you will not be able to verify the suggestion of Support. Or because the information asked by Support is difficult to obtain.
In any situation, there is no problem to keep the request "On Hold" and we will be happy to wait for your feedback. The only information we need is to know when we can contact you back. We would appreciate having a date within 2 weeks.
Indeed this will clarify your need and offer us the possibility to follow-up with at the best moment.