Time based rule configuration help

Hi Team,

Can you please assist.

I am creating a time based alert (under Supervise/Rules) on the Zoho Desk.

Basically I have is this -

Send an email alert when:

Status of ticket 'is Open' Status includes Open,Escalated

AND

Hours since requester responded is 1

However, no email is triggering during my testing. I am wondering if I have configured this correctly.

Basically I want that if customer has not responded to us in 1 hour, support agents should get email notification. Is the words 'Requester' not customer from whom the initial email came in?

Can you please assist in pointing me towards the right direction in getting this configured.

Thank you,