Creating a Trigger for Notifications when an agent doesn't response to an open ticket for 48 hours

Hi Rachel,
 
Based on your use case, you're looking to create an Automation instead of Trigger to notify you and your CEO when the ticket is open for 48 hours without a response from your agent's.
 
Could you please check the following articles/posts below which you can use as a guide:

• How can I use automations to send alerts when a ticket needs a reply?
• Automated notification to agent when ticket's been assigned for 24 hours without any updates

I hope this helps. Thank you!