Hello,

How do you automatically chase pending tickets i.e.: tickets where we are waiting for the customer response?

I know I'll probably have to create a few workflows / custom functions, but I'm wondering whether anyone has any tips for this.

My use case would be something like this:

1) Ticket is set to pending (awaiting customer response)

1) Chase customer if they don't reply back within 3 days

2) If customer doesn't reply back within 6 days, then email them and close ticket

Thanks!