It is version 5.0.17
We use it for internal helpdesk.
I would like the process to work as such:
How is this possible to implement? Has anyone done something similar?- Client opens a ticket
- Agent responds to client via email in the web interface and sets the State to "Waiting Response"
- X amount of time goes by and the Client does not respond
- A reminder email is sent to the Client asking them to follow up
- Y amount of time goes by without a reply
- The ticket closes itself.
Thank you for your time